JD - Product Support Engineer

Amagi is a global leader in cloud-managed services for the Streaming TV and Broadcast TV
industry. Amagi enables TV networks and content owners to distribute and monetize their
content. Amagi’s clients include premium networks and platforms such as NBCU, CBS,
PBS, Samsung TV Plus, Redbox, XUMO, Roku, A+E Networks, Viceland TV, MGM,
ShortsTV, Yahoo! Finance, PeopleTV, Tastemade, Turner Corporation, Discovery Networks
and more.

Amagi pioneered the use of cloud technologies in the broadcast industry, and today manages
300+ channels with deployments in more than 40 countries. Amagi is an advanced tier
partner of Amazon Web Services (AWS) and works on the latest cloud technologies that are
shaping the media and entertainment industry. Amagi has sales offices in New York, Los
Angeles, and London, an operations center in New Delhi, and an innovation center in
Bangalore.

For more information, visit www.amagi.com.

Work Location: Bengaluru

Work Mode: In Office, 5 days a week.

Shift: Rotational Shift

Job Profile:
The product support Engineer is responsible for debugging, tracking, and resolving all
issues reported by the customer or internal teams. He/she shall communicate with the
customer and give timely updates on the status of the reported issue in the service desk
platform. He/she will be working in shifts and shall be reporting to the shift supervisor.

Job Responsibilities:

● Debug, understand, and reproduce the issue reported by the Customer

● Identify the standard operating process (SOP) to resolve the issue
● Coordinate with the reporter of the issue in getting relevant details that are needed
for proper and quick resolution of the issue.
● Strictly follow the defined standard operating process.
● Give regular updates to the supervisor
● Keep the communication flowing with the customer during the lifetime of the
reported issue.
● Escalate to relevant people if the issue is unresolved within a defined time frame.
Skill-Set Required:

● Good knowledge of Linux environment and basic commands

● Knowledge of AWS / GCP environment is an added advantage
● Scripting knowledge in Python / Bash is preferred
● Knowledge of video and audio is an added advantage
● Excellent written and verbal communication skills (English and Hindi/any other
Indian Language)
● Excellent problem-solving skills
● Good aptitude and attitude
● Must be able to understand a reported issue and explain it to other stakeholders
● Must be able to work in a complex, fast-paced, highly dynamic, and flexible
environment, mostly team based and collaborative.