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Technical Support Engineer

4 months ago

Columbia, United States LTN Global Communications Inc. Full time
Job DescriptionJob Description

The Tier 3 Technical Support Engineer at LTN Global is the final escalation point within the Customer Support Team. Technical issues that cannot be resolved by Tier 1 and Tier 2 are escalated to the Tier 3 Technical Support Engineer. This individual is capable of troubleshooting and resolving the most difficult and complicated issues.

In this role you will play a crucial role in ensuring our customers receive the highest level of technical support and assistance. You will be responsible for addressing complex technical issues and providing expert guidance to both customers and internal teams.

Work Location: Kansas City, MO ; Columbia, MD ; Remote considered w/travel required

Essential Duties/Responsibilities:

  • Advanced Troubleshooting: Investigate and resolve highly complex technical issues that couldn't be resolved by Tier 1 and Tier 2 support teams. You will analyze logs, system configurations, and software code to identify and resolve issues effectively.
  • Product Expertise: Become a subject matter expert on our products and services, keeping up to date with the latest updates and features to provide expert guidance to customers.
  • Customer Interaction: Engage with internal and external customers through phone, email, and chat, providing best-in-class customer service and maintaining a professional and empathetic approach at all times.
  • Documentation: Create and maintain detailed records of customer interactions, issues, and solutions to contribute to our knowledge base and help improve the overall support process.
  • Collaboration: Work closely with Tier 1 and Tier 2 support engineers, as well as other internal teams, to escalate and resolve issues efficiently and share insights for continuous improvement.
  • Continuous Learning: Stay up-to-date with industry trends and emerging technologies to ensure you can provide the best possible support and insights to customers.
  • Escalation Handling: Determine when issues require escalation to Tier 3 and coordinate with other technical experts to address customer concerns effectively.
  • Feedback Loop: Provide valuable feedback to product development teams based on common customer issues, suggestions, and trends observed during support interactions.

Requirements:

  • Bachelor's degree in Broadcast Engineering, Computer Science, Information Technology, or a related field (or equivalent work experience).
  • Proven experience in a technical support role, with a strong focus on Tier 3 support.
  • Experience in data center/WAN/LAN/telecommunication administration.
  • Broadcast/video related experience.
  • Internet protocols, experience configuring IP networks and troubleshooting in a Linux environment.
  • Experience working for an ISP or admin troubleshooting for an enterprise network.
  • Experience in an operational role supporting services delivered over the Internet.
  • Experience in technical writing, producing operations procedure documents (KB articles, how-to's, runbooks, etc.) and sharing knowledge through documentation & training.
  • Strong communication skills and the ability to convey complex technical information to non-technical customers clearly and effectively.
  • Experience working with trouble ticketing systems.
  • Must be able to work on-call schedule rotation to support Tier 1 and Tier 2 teams.

About LTN Global:

  • LTN® Global is a worldwide leader in IP Video technologies and is an innovative service provider to the tier one content owners and broadcasters. Our portfolio of solutions and services helps content owners to optimize, and automate the video workflow, empowering users to acquire, transform, deliver, and monetize content at scale.
  • LTN's modular solutions streamline each stage in the digital and linear video chains, from production and publishing to transformation and transport.
  • Leveraging the world's fastest and most reliable IP video network, LTN is a trusted partner with a reputation for multicasting transmission-critical, broadcast-quality content to any platform, anywhere in the world.
  • LTN brings its media customers greater efficiency, agility, and creativity in monetizing their content.