Technical Support Engineer (Content Management - DIVA)

New

TelestreamMedia technology

US RemoteFull-TimeSenior

Salary not disclosed

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Job Details

Languages: Multilingual capability (Spanish, French, Portuguese) is advantageous.
Experience: Typically 3–5+ years of technical support or related experience
Required Skills: PostgreSQLMicrosoft SQL ServerOracleLinux

Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience.
3–5+ years of technical support or related experience in a B2B software, storage, or media technology environment.
Experience troubleshooting software applications across Windows and Linux, including log analysis.
Experience with Windows Server environments and system administration.
Understanding of networking fundamentals and protocols, including TCP/IP, Ethernet, IP routing, DNS, FTP, and CIFS.
Experience with storage systems such as SAN and NAS.
Some experience with databases such as Oracle, PostgreSQL, or Microsoft SQL Server, and query tools.
Familiarity with APIs, REST services, and XML/JSON metadata formats.
Experience with Salesforce Service Cloud or similar, Jira, Confluence, or comparable CRM, ticketing, and documentation tools.
Experience with remote access tools such as VPN, TeamViewer, or RDP.
Ability to manage concurrent support cases, prioritize by severity and SLA requirements, and work with moderate supervision.
Willingness to participate in an on-call rotation.

Provide technical support to customers using the DIVA platform, including archive, restore, partial restore, copy, and delete operations.
Diagnose issues across DIVA software, databases, storage, tape libraries and drives, cloud storage targets, and connecting networks.
Troubleshoot integrations between DIVA and customer media asset management, production, and automation systems.
Own customer issues from initial contact through resolution, including ticket creation, diagnosis, root cause analysis, and customer communication.
Replicate customer issues in lab environments using database queries, log analysis, and product configuration review.
Document findings and prepare escalation packages for senior staff, subject matter experts, or Engineering.
Coordinate implementation and support handoffs with the Professional Services team and follow up on Jira development tickets with Engineering.
Maintain case notes and status updates in Salesforce, and document issues and support processes in Jira and Confluence.
Participate in an on-call rotation and respond to urgent issues according to severity and customer impact.

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