Sr. Global Services Engineer Verimatrix
A Senior Global Services Engineer at Verimatrix is that rare breed of being a blend of a highly-skilled engineer who also resolves the most complex and complicated technical issues while being customer-facing and helping other Global Services Engineers build expertise in Verimatrix?s products and services.
The Senior Global Services Engineers participate in the installation, configuration, acceptance testing, troubleshooting and maintenance of Verimatrix?s content protection and security solutions for cable, satellite, IPTV and InternetTV operators worldwide. The Senior Global Services Engineer comes from a background in systems administration and/or network administration, and focuses on having a whole system view of how Verimatrix?s products work within the larger ecosystem of off-the-shelf and custom solutions. A successful Senior Global Services Engineer will be proactive, interactive, creative, and flexible to anticipate questions and issues customers and partners may have, and provide that feedback into the Product Management, Engineering and Quality Assurance teams.
We have several hundred customers in 96 countries, and appreciate people with global awareness and knowledge, so fluency in other languages is a bonus. Our team provides 24x7x365 support for customers and partners around the world. Our headquarters are located in San Diego, California with regional offices in Munich and Singapore.
Some tasks the Senior Global Services Engineer will have include, but are not limited to:
? Work with customers, partners, customer support, and other technical staff on the implementation design, configuration, optimization, migration, troubleshooting and ongoing maintenance for Verimatrix?s products both on-site and remotely.
? Identify potential customer-facing risks during planning and implementation phases.
? Support customer and partner issues reported via Customer Care portal within contractual service level agreement periods.
? Replicate, validate, coordinate and escalate issues to software development, quality assurance, and operations teams to resolve more complex customer installation and support issues.
? Collaborate with the Product Management, Engineering and Quality Assurance teams to give systems administration perspective on how to improve Verimatrix?s products.
? Share technical knowledge and skills throughout the department and Company by creating knowledge base articles, best practices documentation and training materials.
? Generate root cause analysis reports for critical and major customer issues that summarize the issue, the chronology of events leading to the fault, investigation and replication steps, corrective actions and verification steps that the issue was permanently corrected.
? Proactively suggest changes to Verimatrix?s products, processes or internal tools to improve efficiency.
? Proactively make recommendations software platforms and tools company should evaluate, test against, etc.
? Providing Level 2 and Level 3 troubleshooting for customer issues.
? Available as part of a 24/7/365 global team via mobile, email and Skype to assist with on-call duties and follow-the-sun support rotations.
This position reports to the Global Services Director.
? Advanced critical-thinking, problem-solving capabilities, high attention to detail and ability to think in systems.
? 5 or more years of systems administration experience on Linux or Solaris servers for high-availability database-driven applications.
? 5 or more years of high-availability network administration and troubleshooting experience with Cisco, Juniper, F5 Networks, or Foundry switches, routers, and load balancers.
? IP and RF network monitoring experience with tools such as tcpdump, Wireshark, VLC, Splunk, Ineoquest, Tektronix, etc.
? Professional, customer-facing written, verbal and presentation skills in English.
? Bachelor?s degree in computer-related field or equivalent experience.
? Willingness to travel up to 50% per month domestically and internationally.
? Ability to maintain a professional, positive, ?can-do? attitude, poise under intense pressure to perform, extreme reliability.
Each of the Following would be a Plus:
? Previous broadcast experience with cable, satellite, IPTV or Internet streaming technologies for live and on-demand video content.
? Systems administration certification in Red Hat Enterprise Linux, Solaris or Windows Server.
? Network administration certification from Cisco, Juniper, F5 Networks, Foundry, etc.
? iOS, Android or Windows Mobile application development experience.
? Scripting experience in bash, Ruby, Perl, or Python to assist with occasional tools development.
? SQL database experience with Oracle, SQL Server, MySQL or similar.
? Conditional Access or Digital Rights Management (DRM) experience with Windows Media DRM, RealNetworks Helix, Apple Fairplay, Adobe Flash Access, Marlin, Widevine, Conax, Nagra, NDS, Irdeto, etc.
? Embedded software experience on set-top boxes, mobile devices, Internet-connected devices, etc.
? Security protocols, server hardening techniques, cryptography, PGP, PKI, SSL/TLS experience.
? Network and log server monitoring experience with SNMP, Syslog, Wireshark, Splunk, etc.
? Video standards such as: DECE/Ultraviolet, MPEG-2/MPEG-4 AVC, H.264, MPEG-DASH, HTTP Live Streaming, Microsoft Windows Media / PlayReady, Apple HLS, Marlin and RTSP.
? Business-level fluency in a non-English language.
Verimatrix specializes in securing and enhancing revenue for multi-screen digital TV services around the globe. The award-winning and independently audited Verimatrix Video Content Authority System (VCAS?) and ViewRight solutions offer an innovative approach for cable, satellite, terrestrial and IPTV operators to cost-effectively extend their networks and enable new business models.
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San Diego, CA 92121