Technical Support Analyst, CDS

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Vecima Networks Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1988

📡 Telecommunications

🔧 Hardware

📱 Media

Telecommunications • Hardware • Media

Vecima Networks Inc. is a global provider of scalable software, services, and integrated technology platforms for broadband access, content delivery, and fleet telematics. The company designs and supplies hardware (remote PHY/RPD nodes, OLTs, access platforms) and cloud-native software (Entra access/cloud management, MediaScale streaming, CDN and caching) for cable and fiber network operators, enabling multi-gigabit access, video delivery, and operational automation. Vecima also offers professional services, support, and deployment services to help service providers deploy and manage converged access and content distribution solutions.

📋 Description

• Provide frontline technical support to Vecima customers for Content Delivery and Storage solutions • Manage technical support cases in alignment with service level agreements (SLAs) • Perform troubleshooting, failure analysis, and root cause analysis on Linux-based systems • Ensure timely resolution of customer issues • Handle verbal and written customer communications • Establish initial customer contact and remote connectivity to diagnose and troubleshoot video delivery systems • Escalate critical or complex issues to senior technical staff • Utilize monitoring tools to identify issues and open support or maintenance cases • Maintain end-to-end ownership and accountability for support cases • Document case progress, troubleshooting activities, root cause findings, and resolutions • Execute overnight maintenance activities • Participate in customer case review meetings • Participate in training to stay current on products and technologies • Contribute to the development and maintenance of technical documentation

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline • Minimum of 2 years of experience in enterprise-level hardware and software troubleshooting • Experience using incident management or ticketing systems (e.g., Salesforce Service Cloud) • Experience supporting Linux-based systems in a production or customer-facing environment • Proficiency in Linux system administration and hardware troubleshooting • Understanding of computer networking fundamentals and protocols • Strong analytical, troubleshooting, and root cause analysis skills • Excellent written and verbal communication skills • Strong organizational skills and attention to detail • Ability to manage multiple priorities and respond effectively in a fast-paced environment • Demonstrated initiative, accountability, and problem-solving mindset

🏖️ Benefits

• Competitive compensation and benefits package • Professional development opportunities • Challeneging work environment fostering skill development and personal career growth