Technical Services Expert

About LiveU

LiveU is driving the live video revolution, providing live video streaming for TV, mobile, online and social media. Let your audience become part of your story with high-quality and flawless live video, transmitted from anywhere in the world, through the use of our patented bonding and video transport technology. LiveU creates a consistent bandwidth and a reliable connection so you can acquire, manage and distribute high-quality remote live broadcasts.

Job Overview

The Technical Services Expert is the key person assisting LiveU customers, partners, and colleagues to achieve their technical goals, solutions objectives, and common practice guidance.

A tech-savvy professional, able to explain technical details and requirements to a non-technical audience.

The TSE serves as the liaison between the customer-facing departments and R&D, streamlining collaboration with the R&D counterparts and Product Manager.

TSE gains a deep understanding of his selected technical domain by functionality, logs, and roadmap,

being a trusted advisor to address customer escalated issues.

Building a reliable long-term relationship with the respective R&D counterpart.

Key Responsibilities

Solve and manage escalated technical cases on time as defined in the group SLA to the full satisfaction of the customer/partner.
Responsible for managing the ongoing cases with customers, partners, and LiveU colleagues.
Guide and convey knowledge to LiveU Sales engineers, customers, partners, and colleagues on his technical domain.
Establish and maintain an area of expertise, and act as the source of knowledge between the organization, customer, and the product management, and identify & support internal teams to remove friction in the customer experience
Look at the bigger picture, initiate technical and process improvements towards the Product managers based on the customer needs.
Serve as the technical owner for projects such as UAT, POC, testing requests, major events

Requirements:

At least 4 years of relevant experience in multidisciplinary high-tech company.
Experience working with SaaS and Mobile applications
Hands-On technical experience and managing Enterprise customers escalation.
Experience working in the Linux environment.
Knowledge of programming/scripting (Python, Bash scripts)
Knowledge and experience with networking LAN/WAN environments and protocols
Solid problem-solving skills and dedication, with an ability to report accurately and in an organized manner.
Ability to multi-task, work under pressure within tight deadlines and time management
Eager to constantly learn and improve on personal and team overall performance
Ability to clearly and efficiently document technical information.
Excellent communication skills and service orientation
Strong teamwork and collaboration skills with interpersonal skills
Perfect English speaking/writing skills
Experience working in the professional broadcast/news industry – Preferred
Knowledge of professional video systems, streaming protocols, video compression - Preferred
Experience working in Cloud Environment– Preferred
Knowledge in ZenDesk (Case Management) - Preferred
Knowledge in Jira - Preferred