Support Engineer (Actus)

Description The Support Engineer is responsible for delivering high-quality, technical customer support for complex video, networking, and server-based systems. This role focuses on hands-on troubleshooting, customer interaction, and close collaboration with engineering and operations teams to resolve issues efficiently and within defined SLAs. Key Responsibilities · Provide direct technical support to customers, ensuring timely responses and resolution in accordance with defined SLAs. · Execute and support complex remote deployments, upgrades, and configuration changes for customer environments. · Troubleshoot issues related to server deployments (customer-managed or company-provided), networking configurations, video encoding/decoding, and broadcast workflows. · Perform structured root-cause analysis for incidents and contribute technical findings to the team. · Perform hands-on troubleshooting of software integrations, network connectivity, and video pipeline issues. · Diagnose problems using logs, packet captures, and system diagnostics across distributed environments. · Collaborate closely with engineering and operations teams to escalate defects, validate fixes, and support production changes. · Follow established support workflows, procedures, and operational playbooks. · Maintain accurate and timely ticket updates, including actions taken and resolution outcomes. · Identify recurring technical issues and surface trends to the team for further analysis. Requirements Qualifications & Skills · Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). · 3+ years of experience in technical support, support engineering, or a similar hands-on technical role. · Strong understanding of networking fundamentals (e.g., TCP/IP, firewalls, VPNs, NAT, load balancing). · Hands-on experience with Linux and/or Windows server environments, including cloud and on-prem deployments. · Experience supporting and deploying video workflows, including codecs (H.264/H.265), encoding/decoding, and streaming pipelines. · Practical knowledge of broadcasting and streaming protocols such as RTMP, HLS, RTSP, SRT, and WebRTC. · Proficiency with troubleshooting tools (e.g., Wireshark, FFmpeg, log analysis tools). · Experience working with ticketing and CRM systems (e.g., Zendesk). · Strong verbal and written communication skills for customer-facing technical interactions. · Ability to operate effectively in high-pressure, time-sensitive, and globally distributed environments.