Technical Support Engineer
- Remote - California
- Remote - New Hampshire
- Remote - Maine
- Remote - New Mexico
- Remote - Nebraska
- Full time
- Posted 2 Days Ago
- JR-109244
Sony Electronics Inc. is looking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. So, if you want to make the world say wow, let's talk.
Sony is seeking a Technical Support Engineer to join our Customer Success team. As a Technical Support Engineer, you will be responsible for helping customers across the media and entertainment, sports and gaming landscape get the most out of Sony’s Ci Media Cloud SaaS. You will work closely with our customers and our engineering and product teams to troubleshoot issues and provide expert guidance on media workflows. You go well beyond reporting issues and like to roll up your sleeves and get into the weeds. Splunk, Jira and Zendesk are your best friends and scripting comes as naturally to you as breathing.
Respond to Customer Issues and Questions
Log issues in help desk and communicate with customers from initial response through to resolution
Media Workflow Guidance
Provide insight/technical expertise on media workflows (transcoding, file transfers, etc.)
Educate customers on how to leverage Ci to achieve their objectives
Create, update knowledge base articles
Technical Support and Assistance
Provide REST API support
Build & support reference code examples for customers using Ci’s REST API
Provision and help configure reference software utility applications
Use Ci’s REST API’s for custom needs
EXPERIENCE & SKILLS
Required:
Bachelor’s degree or the equivalent in computer science, engineering or a related field
2+ years experience in a technical support role, preferably supporting web applications
2+ years experience with one or more programming languages
Support Ticketing solutions, such as Zendesk, HelpIQ, Desk.com, Remedy, Jira or similar solutions
Customer Service operations or Quality Assurance, specifically in support of a public facing SaaS experience and product offerings
Diagnosing and prioritizing issues
Log querying and analysis in solution such as Splunk or DataDog
Some system administration skills in various operating systems (Windows, Mac, Linux)
Update & author Technical Documentation for Customers, including Knowledge Base articles, Guides and FAQs
Team player who is flexible and professional
Excellent verbal and written communicator who can work cross functionally with multiple teams
Highly organized and detail-oriented
Ability to multi-task and work in a fast-paced environment
Resourceful and proactive
Preferred:
Subscription Management solutions, such as Zuora, Aria, and Cleverbridge
Technical project management
Quality assurance testing
Familiarity with media file formats, Video/Audio codecs, transcoding and technical delivery of streaming media,
Amazon Web Services
HTML5, WebKit, CSS and Web 2.0+ solutions;
Support of a public facing SaaS experience and product offerings
Film, TV, Media, Entertainment or Broadcast Industry, Production Operations, Post Production Operations,
Digital Asset Management, Media Asset Management, Content Management
Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
