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Technical Support Specialist

2 months ago

Denver, Colorado, United States Broadpeak Full time

Customer Service Engineer (Y11)

Employment Type: Full time

Location: Denver

Main Responsibilities:

Deliver first and second level assistance to clients.

Act as the primary liaison for Broadpeak clients and facilitate the escalation of support issues to resolution.

Ensure adherence to SLA contractual obligations regarding response times, service continuity, and resolution delays.

Conduct regular preventive maintenance activities to enhance our clients' Quality of Service and proactively suggest improvement strategies.

Document and monitor design, reliability, and maintenance issues or bugs for the design/software engineering team.

Manage on-site installation, commissioning, and training services for new clients upon request.

Knowledge and Skill Requirements:

Extensive knowledge in the following areas is preferred:

  • Linux and Windows server systems
  • System and storage architecture
  • IP networking (including protocols, security, and analysis tools)

The following knowledge will be advantageous:

  • Streaming video technologies and ecosystem
  • Script development (Bash, Python, Perl)
  • Shared storage systems
  • Fluency in oral and written Spanish

Characteristics:

A positive and enthusiastic team player with a strong sense of customer care and technical perseverance.

Able to work independently with minimal supervision and a wide latitude for decision-making.

Working Conditions:

Be prepared to undertake both desk-based and out-of-business hours on-call responsibilities.

Willingness to travel primarily within the Americas as required.

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