About us
helpware is a technology-driven company with offices in the usa, ukraine, mexico, germany, albania, poland, puerto rico, and the philippines which provides customer experience & operational support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
we're looking for a highly skilled level 2 technical support engineer with a proven track record of resolving complex technical issues in live production and streaming environments. Brings a balanced profile of hands-on technical expertise, advanced debugging capability, and exceptional customer-facing communication skills. Well-versed in live event operations, issue reproduction, and log-based triage to ensure rapid time-to-resolution and minimal customer disruption.
● provides real-time troubleshooting and resolution support during live events. Capable of calming high-stress situations with clear guidance and prompt action.
● acts as a trusted technical contact for enterprise clients. Able to translate complex technical findings into customer-friendly language and provide proactive guidance.
● recreates reported customer issues in controlled test environments to isolate variables and narrow down root causes.
● strong command of system logs, error tracing, and exception analysis. Uses structured triage methodology to filter relevant data for resolution or escalation.
● performs initial impact analysis and escalation to level 3 / engineering teams when required, with all necessary diagnostics and reproduction steps clearly documented
experience in video streaming / saas environments
● basics of ott streaming: understanding how adaptive bitrate streaming works to provide an optimal viewing experience across varying network conditions.
● streaming protocols: knowledge of streaming protocols like hls (http live streaming) and dash (dynamic adaptive streaming over http). Experience in troubleshooting playback issues.
● live contribution: basic knowledge of contribution protocols like rtmp, srt, and zixi.
escalation paths and slas (incl. sample sla metrics, reporting)
● support response time slas a
● default escalation path
○ raise a support ticket with a much detail as possible
○ shared slack channel can be used by end customer to further escalate the topic
● historical incident reporting
use of tools (incl. Ai, e.g. co pilot), monitoring and diagnostic tools
● zendesk (ticket system)
● jira (issue tracking)
● kibana (service logs)
● slack tooling (debug bot applications)
● ai support co-pilot system
● internal dashboards
we request:
* l2 support experience
* cet off-hours and weekend coverage
* ability to debug network/backend service issues
* ability to debug client-side video player code (web development experience required)
tipo de puesto: tiempo completo
beneficios:
* descuentos y precios preferenciales
* programa de referidos
* seguro de gastos médicos mayores
* trabajo desde casa
pregunta(s) de postulación:
* vives actualmente en la zona metropolitana de guadalajara?
experiencia:
* debug network/backend service issues: 1 año (deseable)
idioma:
* inglés (obligatorio)
lugar de trabajo: empleo presencial