Senior Technical Support Engineer Lead (Remote)

At MainStreaming, we are on a mission to enable broadcasters, media and gaming companies transition to streaming video and offer their audience the best Quality of Experience.

With our innovative solution we deliver live and on-demand video, integrating all operative phases for ingest, encoding, management and distribution.

We are looking for a:

Senior Technical Support Engineer Lead

Job Description:

As a Senior Technical Support Engineer Lead at Mainstreaming, you will lead and mentor a team of technical support engineers, and take on the most difficult analysis/troubleshooting, providing exceptional customer support for our CDN and video streaming solutions. You will be responsible for ensuring timely resolution of customer issues, maintaining high levels of customer satisfaction, and driving continuous improvement within the support team.

Key Responsibilities:

• Lead and mentor a team of technical support engineers, fostering a positive and collaborative work environment.
• Provide advanced technical support to customers, resolving complex issues and escalating as needed.
• Oversee incident management processes, ensuring timely resolution and effective communication with customers.
• Identify and analyze recurring issues, implementing solutions to prevent future occurrences.
• Maintain and update the knowledge base, ensuring it is comprehensive and accessible to the support team.
• Monitor team performance, set goals, and provide regular feedback and coaching.
• Handle escalated customer issues, working with other teams to resolve problems efficiently.
• Continuously identify opportunities for process improvement, streamlining workflows and enhancing efficiency.

What we’re looking for:

• PASSION FOR THE PRODUCT: Professional attitude towards software craftsmanship including testing and a passion for writing good documentation.
• 
  PROACTIVITY: You are confident enough to self-start your project and set your priority in autonomy while working with a group of international peers.
• 
  EAGERNESS TO LEARN: You don’t get scared of something new, we provide you an environment where you can improve every day.
• 
  TEAMWORK: A high degree of collaboration, we are a team, we develop and grow together.
• 
  ENGLISH: Professional proficiency level, you will share your time within an international Team.

SKILLS

• 6+ years of experience in B2B SaaS Technical Support, working with Enterprise customers, and 2+ years of team lead or management experience.
• Strong experience at hiring, coaching, and training Support Engineers.
• Experience managing a team to meet and exceed their individual, team, and company goals.
• Fundamental understanding how the Internet works (OSI Model).
• Experience troubleshooting DNS, SSL/TLS, HTTP and Streaming Protocols.
• Experience troubleshooting network connectivity issues, BGP routing, Etc.
• Experience in command line, and tools, including curl, dig, traceroute, openssl, git, etc.
• Experience with scripting languages (Python, Bash, etc.) and network tools (Wireshark, tcpdump, etc.) is a plus.
• Strong technical knowledge of CDN technologies, video streaming protocols, and network infrastructure.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability and willingness to work occasional weekends, holidays, after hours, and shifts.
• Fluent proficiency in English is mandatory, other languages are a plus.

What we offer:

• A young, dynamic and entrepreneurial environment where to develop and growth.
• An innovative technology and service able to support the transition from traditional broadcasting to the streaming entertainment of the future.
• A growth path aimed at improving your professionalism.
• Flexible working hours.
• Breakfast, lunch and snacks in our office.
• Access to E-Learning platform.

Salary and benefits will be assessed in relation to the candidate’s experience and skills

In MainStreaming you will be part of a dynamic, flexible, young, tight-knit and international environment and will have the chance to work in a company that values innovation, out of the box thinking, its employees and committed in making the world a better place.

La ricerca è rivolta a candidati di ambo i sessi. I candidati interessati possono inviare un curriculum vitae con l’autorizzazione al trattamento dei dati personali ai sensi del D.Lgs 196/03 e “Codice in materia di protezione dei dati personali” e dell’art. 13 GDPR 679/16 – “Regolamento europeo sulla protezione dei dati personali”.