CLOUD SUPPORT ENGINEER

We are seeking a dedicated and skilled Cloud Support Engineer to join our Red5 Cloud team. As a key member of our support staff, you will be instrumental in ensuring the optimal performance, reliability, and customer satisfaction of our Red5 Cloud services. This role involves direct interaction with customers, troubleshooting complex technical issues, and collaborating with our development and operations teams to drive continuous improvement of our cloud-based streaming solutions.

Key Responsibilities

• Provide expert technical support to Red5 Cloud customers via email, chat, and other digital communication channels.
• Diagnose and troubleshoot complex technical issues related to live video streaming, cloud infrastructure, and application performance.
• Work closely with the DevOps and development teams to identify, report, and resolve product issues and enhancements.
• Develop and maintain comprehensive documentation, including FAQs, knowledge base articles, and troubleshooting guides, to assist customers and improve self-service resources.
• Participate in on-call rotation for incident response and resolution outside standard business hours.
• Contribute to the continuous improvement of support processes and tools to enhance efficiency and customer satisfaction.
• Stay current with emerging technologies and industry trends in cloud computing and live video streaming to provide informed support and recommendations to customers and the internal team.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology or equivalent practical experience.
• 4+ years of experience in a technical support, DevOps, or software development role, preferably in a cloud computing or live video streaming environment.
• Strong understanding of cloud infrastructure (AWS, Azure, GCP) and services, with hands-on experience in deployment and management of cloud-based applications.
• Proficiency in troubleshooting and resolving issues related to web services, APIs, and network protocols (HTTP, WebSockets, RTMP, WebRTC).
• Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
• Exceptional communication and customer service skills, with the ability to explain technical concepts clearly and effectively to both technical and non-technical audiences.
• Familiarity with software development and scripting languages (Java, JavaScript, Python, etc.).
• Self-motivated, proactive, and capable of working independently as well as part of a distributed team.
• Nice to have – AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Professional

WHAT WE OFFER

• A dynamic and challenging work environment with opportunities for growth and development.
• Competitive salary and benefits package.
• Flexible working hours and remote work options.
• A supportive team culture that values innovation, creativity, and collaboration.
• The chance to work with cutting-edge technology in live video streaming and cloud computing.