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Senior Product Support Engineer



Product, Customer Service
Bengaluru, Karnataka, India
Posted on Friday, April 19, 2024

JD - Product Support Engineer

About Amagi:

We are a next-generation media technology company that provides cloud broadcast and targeted advertising solutions to broadcast TV and streaming TV platforms. Amagi enables content owners to launch, distribute, and monetize live linear channels on Free Ad-supported Streaming TV and video services platforms. Amagi also offers 24x7 cloud-managed services bringing simplicity, advanced automation, and transparency to the entire broadcast operations. Overall, Amagi supports 700+ content brands, 800+ playout chains, and over 2100 channel deliveries on its platform in over 40 countries. Amagi has a presence in New York, Los Angeles, Toronto, London, Paris, Melbourne, Seoul, Singapore, and broadcast operations in New Delhi, and an innovation center in Bangalore.

For more information:

The Product Support Engineer is responsible for debugging, tracking, and resolving all issues reported by customers or internal teams. They communicate with customers and provide timely updates on the status of reported issues through the service desk platform. They work in shifts and report to the shift supervisor.

Job Responsibilities:

● Debug, understand, and reproduce the issue reported by the Customer. ● Identify the standard operating process (SOP) to resolve the issue

● Coordinate with the reporter of the issue in getting relevant details that are needed for proper and quick resolution of the issue.

● Strictly follow the defined standard operating process.

● Give regular updates to the supervisor.

● Keep the communication flowing with the customer during the lifetime of the reported issue.

● Escalate to relevant people if the issue is unresolved within a defined time frame.