Customer Support Engineers (SI)

• Provide technical support for all Siden customers
• Troubleshoot and resolve issues by communicating with our customer’s support organizations and partners
• Develop expertise in all Siden dashboard tools and detailed analytics
• Use data to analyze, troubleshoot and explain issues
• Act as the primary point of contact and provide subject matter expertise for support escalations
• SME on Siden technology and how it interoperates with 3rd party technologies
• Monitor system performance, proactively identify potential issues, and work to prevent downtime
• Create and maintain documentation, including troubleshooting guides, FAQs, and best practices
• Assist in onboarding new customers and providing training on platform features and tools
• Stay up-to-date on industry trends, emerging technologies, and customer needs
• Collaborate with engineering, product, and SRE teams to address customer feedback and implement solutions

• Bachelor’s Degree in Computer Science, Engineering or a similar discipline
• 3-5 years experience in a similar role with hands-on experience with Linux systems (Ubuntu preferred), Docker, TCP/IP networking (TCP, UDP, HTTP, multicast, DNS)
• Experience with cloud networking (AWS, Azure, GCP) is a plus
• Moderate knowledge and/or a strong desire to learn content distribution technologies such as CDN, streaming technologies (e.g., HLS, DASH), multicast, caching technologies, and media formats (e.g., audio/video codecs, metadata, DRM)
• Strong communication skills
• Soft skills: communication, empathy, patience

Experience with cloud networking (AWS, Azure, GCP)

• Commitment to providing continuous employment
• People first policy
• Goal to keep employees safe