Harmonic Inc. Looking for Sr. Technical Support Engineer at Noida, Uttar Pradesh Full Time

Harmonic is the worldwide leader in video delivery solutions. We enable media companies and service providers to deliver ultra-high-quality streaming and broadcast services to consumers globally through innovative SaaS platforms and software-based appliances. We are changing the way media companies and service providers monetize live and on-demand content on every screen. More information is available at www.harmonicinc.com

Role description:
We’re looking for a T1Sr. Technical Support Engineer to join our Global Technical Support team. This role will be based in either our Noida India or Mumbai India location.

What you will be doing:

• Work as a member of the 24×7 Technical Assistance Center supporting our global customers. Provide telephone and email support assisting customers with resolving complex hardware and software problems.
• Work as T1 to support Playout and Production products to support complex P&P product issues assigned by the business.
• Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.
• Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.
• Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution. Be courteous and professional.
• Troubleshooting skills to identify root cause of issue and restoration action required across the application stack.
• Authorizes product returns (RMA’s) through established company policy and guidelines.
• Work in a collaborative team environment and coordinate with different business units.
• Work on-call holidays and weekends as T1 rotation for escalation purposes, as required.
• Track all customer engagements in our CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.

What you should have:

• Ability to communicate effectively, both written and oral with the ability to converse with Customers, Engineering, Management, and other Support team members at a technical level.
• Be self-motivated and organized with the ability to manage multiple customer cases and respond in a professional, timely manner.
• Be able to prepare detailed technical and operational documentation covering, product issues, customer case information, product stability and serviceability recommendations as well as process and procedural changes.
• Self-initiative in identifying and successfully resolving technical problems at customer sites via phone, email and remote access.
• Experience on content delivery systems over Satellite, Cable, and IPTV and or content Transcoding, production, storage and file base workflows.
• Working knowledge and experience with the following technologies are required:

o Experience in a Linux, Virtualization, Cloud Environment

o Strong networking knowledge: TCP/IP, UDP, ICMP, IP packets and load balancing,Ethernet, routers, switches, hubs, CIFS, and NFS.

o Operating system –Linux & Unix, with Windows Active Directory.

o Audio/video compression formats -MPEG-2/MPEG-4 H.264/AVC a plus /DVB.

o Storage Knowledge -NAS, SAN, Fiber Channel, RAID groups, and volumes.

• A working knowledge and/or experience with some of the following technologies are a major plus:

o Digital video system solutions (DBS, Cable, Telco, Terrestrial, Mobile, Wireless, etc.)

o Automation Systems (Harris, Pebble beach, Aveco)

o Video Servers

o Experience with Agile methodology, continuous integration and related tools like Salesforce, JIRA, Confluence.