Technical Support Engineer, Content Management – DIVA

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver post-sales technical assistance for Telestream’s DIVA content management and video archiving platform.

• Diagnose and resolve issues related to archive, restore, partial restore, copy, and delete operations.

• Identify problems across DIVA, databases, storage systems, tape libraries and drives, cloud targets, and networks.

• Troubleshoot integrations involving media asset management, production, automation systems, and DIVA APIs.

• Manage customer issues from the first point of contact to resolution, including ticket creation, diagnosis, root cause analysis, and follow-up communication.

• Replicate issues in laboratory settings through database queries, log analysis, and configuration reviews.

• Identify failures that can be resolved through patches, upgrades, configuration adjustments, or redesigning solutions.

• Meet SLA targets and keep cases updated with status reports and next steps.

• Escalate complex problems and prepare documentation for the Engineering team.

• Facilitate handoffs with Professional Services and maintain communication with Sales and Renewals.

• Monitor Jira development tickets and work collaboratively with Engineering.

• Take part in an on-call rotation to support global clients.

• Maintain thorough Salesforce case notes and support documentation.

• Develop customer-facing knowledge base articles.

• Document bugs, feature requests, and enhancements within Jira.

• Interact with customers through email, phone calls, and video conferencing.

• Advocate for customer needs across internal teams and follow up post-resolution.

• Complete product training and stay informed about DIVA, media workflows, archiving technologies, and relevant standards.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or a combination of education and experience equivalent.

• 3–5+ years of experience in technical support or a similar role within a B2B software, storage, or media technology environment.

• Proficiency in troubleshooting software applications across both Windows and Linux operating systems, including log analysis.

• Some experience with scripting and AI prompting is advantageous.

• Familiarity with Windows Server environments and system administration tasks.

• Understanding of TCP/IP, Ethernet, IP routing, DNS, FTP, CIFS, and SAN/NAS technologies.

• Experience with Oracle, PostgreSQL, or Microsoft SQL Server and their query tools.

• Knowledge of APIs, REST services, and formats such as XML/JSON.

• Exposure to media workflows, video formats, or content management systems.

• Familiarity with Salesforce, Jira, and Confluence or similar tools.

• Experience with VPN, TeamViewer, and RDP.

• Excellent written and verbal communication skills.

• Ability to manage several concurrent support cases and prioritize based on severity and SLA requirements.

• Capability to understand workflows across various services, platforms, and integration points.

• Willingness to participate in on-call rotations.

• Preferred: experience with video archiving, HSM/archive software, LTO tape libraries, Fibre Channel, AWS/Azure, media technology, video production workflows, broadcast standards, or fluency in Spanish/French/Portuguese.

🏝️ Benefits

• Comprehensive medical, dental & vision coverage starting from day one.

• 100% company-paid life and disability insurance.

• 401(k) plan with a company match of up to 8%.

• Quarterly Health Savings Account boosts and flexible spending accounts.

• Flexible time off for salaried employees or Paid Time Off for hourly employees.

• Generous paid holidays.

• Pet insurance options.

• Legal plan benefits.

• Coverage for accidents and critical illnesses.