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Extreme Reach
Extreme Reach
1.001 – 5.000 Angajați
Sponsor pentru viza H1BConsultanțăLogisticăMarketing
Extreme Reach dezvoltă tehnologie pentru industriile publicității și divertismentului. Platforma sa ajută mărcile, agențiile și studiourile să gestioneze activele creative și finanțele producțiilor, apoi să distribuie campanii la televiziune, în mediul digital și în presa scrisă. Compania oferă și servicii de producție, informații despre creație și o rețea globală de distribuție. Instrumentele sale bazate pe inteligență artificială conectează datele din aceste fluxuri de lucru pentru a ajuta echipele să înțeleagă performanța creațiilor și să gestioneze operațiunile de producție.
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Senior Technical Support Specialist at Extreme Reach (Hybrid, Canada)

Resolve complex platform and media workflow issues as a senior technical support specialist at Extreme Reach. Develop automation and AI-assisted tools while mentoring support colleagues.

CACanada
75.000 $ – 85.000 $ / an
HibridNormă întreagăSeniorLimbă Obligatorie: englezăAsistență IT
AWSAzureCloudGrafanaITSMJavaScriptJenkinsLinuxMySQLNoSQLSisteme distribuiteSQLUnix

Descriere

  • Handle complex L2/L3 platform, workflow, and integration escalations.
  • Diagnose distributed systems, APIs, cloud infrastructure, and internal platforms.
  • Analyze logs, inspect APIs, and validate backend behavior to find root causes.
  • Manage complex tickets through resolution and meet SLA commitments.
  • Work with Engineering, DevOps, and Product during incidents and investigations.
  • Spot recurring support work and develop ways to automate it.
  • Create and maintain scripts, utilities, and lightweight tools with JavaScript, Bash, SQL, or comparable technologies.
  • Use AI-assisted tools to speed troubleshooting, automation development, and knowledge creation.
  • Help automate monitoring and alerts with tools such as CloudWatch, Datadog, Grafana, or Zabbix.
  • Provide advanced support for REST APIs, authentication, integrations, cloud platforms, Linux/UNIX, Windows servers, SQL and NoSQL databases, Postman, Git/GitLab, Jenkins, and CI/CD pipelines.
  • Support file processing, transcoding, and media workflows.
  • Review advertising trafficking, broadcast delivery, and digital media workflows.
  • Diagnose video files and destination transcodes, including slates, SOM/EOM, captions, frame accuracy, audio mapping, and related media problems.
  • Check media containers and codecs against technical delivery specifications.
  • Compare source and output files with media analysis and workflow tools to pinpoint failures.
  • Mentor Technical Support Specialists and help advance their technical skills.
  • Write and maintain technical documentation, runbooks, and troubleshooting guides.
  • Deliver or assist with internal training sessions.
  • Take part in major incident management and provide technical leadership.
  • Conduct or contribute to root cause analyses and post-incident reviews.
  • Find systemic problems and recommend lasting corrective actions.
  • Help improve support operations through continuous improvement initiatives.

Cerințe

  • At least five years in L2/L3 technical support, production support, technical video, or a site reliability-adjacent role.
  • Hands-on knowledge of Linux/UNIX systems and networking fundamentals.
  • Experience with REST APIs, JSON/XML, and backend troubleshooting.
  • SQL skills with T-SQL, MySQL, or similar, plus knowledge of NoSQL concepts.
  • Scripting skills in JavaScript, Bash, or an equivalent language.
  • Experience with AWS and/or Azure.
  • Experience with monitoring, logging, and observability tools.
  • Familiarity with CI/CD tools and Git.
  • Experience in support environments that prioritize automation.
  • Strong knowledge of video and audio codecs, containers, resolutions, frame rates, interlacing, aspect ratios, bitrates, chroma sampling, timecode, channel mapping, captions, loudness, and audio/video synchronization.
  • Practical experience with AI-assisted development or support tools is strongly preferred.
  • Ability to use AI responsibly for troubleshooting, automation, and documentation, and to critically check its outputs.
  • Experience designing or improving support automation workflows.
  • Excellent problem-solving and analytical skills.
  • Clear, concise communication with technical and non-technical audiences.
  • Ability to independently handle high-impact issues.
  • Strong organization, attention to detail, and a process-focused approach.
  • Ability to work with colleagues across time zones and cultures.
  • Ability to stay calm and effective during incidents and outages.
  • A proactive, curious approach and commitment to continuous learning.
  • ITIL certification or strong familiarity with ITSM principles is desirable.
  • Experience in media, broadcast, OTT, or digital content platforms is desirable.
  • Experience improving Zendesk or a similar ticketing platform through automation, workflows, or integrations is desirable.

Beneficii

  • AI-assisted screening technology helps review resumes.
  • Work on products serving media and creative industries.
  • Join a global team with exposure across 140 markets.
  • Collaborative, creative work culture.
  • Opportunities for innovation and growth.

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