The Services Engineer is responsible for customer support, troubleshooting Verimatrix products, problem management, and maintaining communication with various teams to improve customer satisfaction.
A Services Engineer at Verimatrix thrives in a fast-paced environment solving support requests for our customers and partners. Services Engineers have a background in systems and network administration with a good understanding of how Verimatrix products fit within integrated customer solutions. A successful Services Engineer will be proactive in preventing issues from arising and in notifying customers when necessary. Services Engineer is systematic in the approach to problem-solving, curious, and inquisitive, sharing feedback with Global Services, Product Management, Engineering, Quality Assurance and Sales teams to improve product quality and increase customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
QUALIFICATION REQUIREMENTS:
About Verimatrix:
Verimatrix (Euronext Paris: VMX) helps power the modern connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports, to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Customer support - responding to monitoring alerts, incident tickets and information requests within predefined SLA’s
- Troubleshooting of Verimatrix security products and environment (cloud, network, database)
- Problem management and root cause analysis
- Working with monitoring tools such as Icinga, AWS Cloud Watch, Observability
- Be part of a team that provides 24x7x365 global support to customers and partners, participate in shared weekend L2 on-call escalation duty
QUALIFICATION REQUIREMENTS:
- Previous experience of working and troubleshooting Linux environments (RedHat, certification is a plus)
- Networking (Wireshark, protocol specifics)
- Database concepts (Oracle preferred)
- Knowledge of cloud and video delivery technologies
- Written, verbal and interpersonal skills in English
- Willing to learn new technologies and progress in international team
- BsC degree (or equivalent) in related field
- Professional, positive, “can-do” attitude
- Reliability and excellent communication skills (this is a customer facing role)
- Self-motivated learner
- Critical thinking and problem-solving skills, and the ability to walk others through their logic
- ITSM awareness
- Fluency in Vietnamese is a plus
- Experience in similar customer support roles
- Familiar with video encoding standards and streaming protocol such as: MPEG-2/MPEG-4, H.264/H.265, RTP/RTSP, MPEG-DASH, Apple HLS, Smooth Streaming, HDS, etc.
- Certifications from sources such as Cisco, F5, Microsoft, Red Hat or Oracle
- Experience with security protocols, server hardening techniques, cryptography, AES, PGP, PKI, SSL/TLS
- Programming/scripting
- Ticketing tools like Zendesk or JIRA
- CRM systems like Salesforce
- Containerization like Docker, OpenShift
About Verimatrix:
Verimatrix (Euronext Paris: VMX) helps power the modern connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports, to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business.
Top Skills
Aws Cloud
Cloud Technologies
Docker
Icinga
JIRA
Linux
Networking
Openshift
Oracle
Salesforce
Video Delivery Technologies
Wireshark
Zendesk
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