L2 Support Engineer

3 months ago

Hà Nội, Vietnam Ateme Full time

If you have ever watched television or enjoyed a movie on your phone or tablet, this experience was likely brought to you through an **Ateme** solution created by our award-engineering teams.

Ateme (PARIS: ATEME) is **the global leader in video delivery**, partnering with top content and service providers, and streaming platforms. Through our cutting-edge R&D and innovation, we enable clients to deliver high-quality video experiences on any device, boosting engagement and revenue.

Guided by a robust **CSR** policy, we are committed to make entrertainment greener, promote our employees’ well-being and ethical business practices.

At Ateme, we prioritize **innovation, collaboration, empowerment, agility, and diversity.**

Join our international team for an exciting journey in shaping the future of video

We are recruiting a **L2 Support Engineer**:
The L2 Support Engineer will play a crucial role in reproducing and validating bugs, transferring knowledge on root causes, and performing stress and density tests in collaboration with Ateme’s largest and most complex customers. This position requires the ability to handle intricate support cases and work closely with field engineers to ensure the complete lifecycle of support cases is efficiently managed and resolved.

**Key responsibilities**

**Support**:

- Collaborate closely with field support engineers to ensure alignment on the resolution and fix strategies for ongoing support cases.
- Reproduce and investigate customer-reported issues within the Level 2 Support Lab, following the support case protocols.
- Develop detailed replication steps and analyze the potential causes of reported issues as documented in support tickets.
- Ensure appropriate transition of tickets to R&D by moving them to the correct status with thorough documentation.
- Validate patches and hot fixes to ensure they resolve the identified issues.
- Strictly follow internal protocols regarding ticket creation, release announcements, release testing, and provide comprehensive technical information.
- Prioritize bug fixes according to urgency and collaborate with the HQ L2 team to resolve issues until the support case is closed.
- Provide support for upgrades or maintenance tasks related to bug fixes on production platforms when required.
- Conduct stress and density tests on a case-by-case basis.
- Participate in a 24x7 phone support rotation, providing critical assistance to customers as needed.

**Level 2 support lab**:

- Maintain the L2 Support Lab, ensuring it is ready for critical and complex APAC customer use-cases.
- Facilitate remote access to the lab for the HQ L2 team, providing guidance during bug reproduction when necessary.
- Oversee lab inventory, ensuring up-to-date records on hardware, specifications, software versions, and warranty details.

**Essential requirements**:

- Bachelor’s degree in Computer Science, Engineering, or related technical fields.
- Experience in customer support and/or R&D environments is advantageous.
- Strong knowledge of technical disciplines related to the support, troubleshooting, and testing of digital video broadcast and delivery systems.
- Proficiency in IP Networking and video streaming technologies.
- Familiarity with Docker, Kubernetes, and scripting languages.
- In-depth understanding of video compression standards (MPEG-2, MPEG-4 H.264/AVC), ABR streaming, and OTT technologies such as HLS, HSS, and HDS.
- Experience with administrative tools such as GitLab, Atlassian, Nexus, and others.
- Excellent verbal and written communication skills, with the ability to communicate effectively at all levels of the organization.
- Strong problem investigation and resolution abilities.
- Ability to work within a multi-cultural, collaborative team environment.
- Willingness to travel for customer and field visits as needed.

**Location**:

- Hanoi, Vietnam

**Type of contract**:

- Employment

**Benefits**:

- **Comprehensive private health & accident insurance**: Includes annual health check-ups to ensure your well-being.
- **Remote work flexibility**: Options available to support work-life balance.
- **Generous paid time off**: Enjoy 20 days of paid annual leave to recharge and unwind.
- **Continuous learning & development**: Access to our technical training platform available for all Atemians, empowering you to enhance your skills and grow in your career.

EQUAL EMPLOYMENT OPPORTUNITY

Ateme SA and all its subsidiaries respects Equal Opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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