Technical Support Engineer, Content Management – DIVA

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $95k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Telestream

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

📱 Media

☁️ SaaS

Media • SaaS

Telestream is a provider of solutions for ingesting, enhancing, monitoring, transcoding and delivering high-quality video across production and distribution workflows. Its products span desktop and cloud/SaaS software, hybrid and on‑premise systems, and enterprise-class hardware and monitoring tools for live capture, post-production, quality control, and delivery; it also offers AI-powered features such as automated captioning and workflow automation. Telestream serves broadcasters, streaming services, content owners and media operations teams, enabling end-to-end media processing, quality monitoring, and monetization workflows.

📋 Description

• Provide post-sales technical support for Telestream’s DIVA content management and video archive platform • Troubleshoot archive, restore, partial restore, copy, and delete operations • Diagnose issues across DIVA, databases, storage, tape libraries and drives, cloud targets, and networks • Troubleshoot integrations with media asset management, production, automation systems, and DIVA APIs • Own customer issues from initial contact through resolution, including ticket generation, diagnosis, root cause analysis, and communication • Replicate issues in lab environments using database queries, log analysis, and configuration review • Identify failures addressable through patches, upgrades, configuration changes, or solution redesign • Maintain SLA targets and update cases with status and next steps • Escalate complex issues and prepare documentation for Engineering • Coordinate handoffs with Professional Services and communicate with Sales and Renewals • Follow Jira development tickets and collaborate with Engineering • Participate in an on-call rotation supporting global customers • Maintain detailed Salesforce case notes and support documentation • Create customer-facing knowledge-base articles • Document bugs, feature requests, and enhancements in Jira • Communicate with customers via email, phone, and teleconferencing • Advocate for customer needs across internal teams and follow up after resolution • Complete product training and maintain knowledge of DIVA, media workflows, archive technologies, and relevant standards

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience • 3–5+ years of technical support or related experience in a B2B software, storage, or media technology environment • Experience troubleshooting software applications across Windows and Linux operating systems, including log analysis • Some scripting and AI prompting experience is beneficial • Experience with Windows Server environments and system administration • Understanding of TCP/IP, Ethernet, IP routing, DNS, FTP, CIFS, SAN/NAS • Experience with Oracle, PostgreSQL, or Microsoft SQL Server and query tools • Familiarity with APIs, REST services, and XML/JSON • Exposure to media workflows, video formats, or content management systems • Experience with Salesforce, Jira, and Confluence or comparable tools • Experience with VPN, TeamViewer, and RDP • Strong written and verbal communication skills • Ability to manage multiple concurrent support cases and prioritize by severity and SLA requirements • Ability to understand workflows across multiple services, platforms, and integration points • Willingness to participate in an on-call rotation • Preferred: experience with video archiving, HSM/archive software, LTO tape libraries, Fibre Channel, AWS/Azure, media technology, video production workflows, broadcast standards, or Spanish/French/Portuguese

🏖️ Benefits

• Day-one medical, dental & vision coverage • 100% company-paid life + disability insurance • 401(k) with a company match up to 8% • Quarterly HSA boosts & flexible spending accounts • Flexible time off (salaried) or PTO (hourly) • Generous paid holidays • Pet insurance • Legal plan • Accident & critical illness coverage