Product Support Engineer

Job Description – Product Support Engineer
Position: Product Support Engineer
Experience: 3 years
Location: Onsite/Noida

About the Role
We are looking for a proactive and technically skilled “Product Support Engineer” with hands-on experience in supporting video streaming, content security, or broadcast solutions. The ideal candidate will have a good understanding of AWS cloud services and prior experience in troubleshooting, deployment, and customer-facing support.
This role will involve collaborating with product, engineering, and DevOps teams to ensure seamless product adoption, quick resolution of technical issues, and a great customer experience.

Key Responsibilities

· Provide L1/L2 technical support for video content security and streaming solutions (e.g., live streaming, DRM, watermarking, CDN integrations).

· Work closely with customers to troubleshoot issues related to playback, encoding, packaging, DRM, and integrations.

· Support product deployments on AWS cloud services including EC2, S3, CloudFront, MediaLive, MediaPackage, and related services.

· Monitor system health, logs, and performance metrics to proactively identify and resolve issues.

· Collaborate with engineering and DevOps teams to escalate, reproduce, and resolve complex product issues.

· Assist with product documentation, FAQs, and support knowledge base to empower customers with self-help resources.

· Participate in periodic on-call rotations to ensure round-the-clock support coverage (as needed).

Required Skills & Experience

· 3 years of experience in product/technical support or system operations.

· Hands-on experience with video streaming products or platforms (e.g., Wowza, Kaltura, Brightcove, or similar).

· Solid understanding of AWS services such as EC2, S3, CloudFront, MediaLive, MediaPackage, IAM, and CloudWatch.

· Good knowledge of HTTP Live Streaming (HLS), DRM, CDN workflows, encoding/transcoding, and video delivery pipelines.

· Experience with Linux environments, log analysis, and basic scripting (Bash/Python preferred).

· Strong communication skills and ability to explain technical issues clearly to both technical and non-technical users.

· Customer-first mindset with problem-solving abilities.

Good to Have but not mandatory

· AWS Certified Cloud Practitioner or Associate-level certification.

· Familiarity with observability and monitoring tools (e.g., Datadog, Prometheus, CloudWatch dashboards).

· Exposure to ticketing/support platforms (e.g., Zoho, Jira).

What We Offer

· Opportunity to work on cutting-edge cloud-based video security and streaming products.

· Collaborative work environment with exposure to product, DevOps, and engineering teams.

· Growth opportunities with AWS cloud and media technologies.

Interested candidates can share their updated cv at 9711977045

Job Types: Full-time, Permanent

Pay: ₹600,000.00 - ₹900,000.00 per year

Benefits:

• Provident Fund

Work Location: In person