Production Technology & Support Engineer

NBCUniversal•New York, NY

2h•Remote

About The Position

As a member of NBCUniversal’s Production Software Engineering (PSE) team, the Production & Technology Support Engineer provides hands-on operational support for virtualized production infrastructure and applications critical to live/on-air production, custom-built software, and production technology workflows. This role supports 24x7x365 systems used in newsrooms, studios, control rooms, and the field across NBCU and is expected to actively troubleshoot, drive incidents to resolution, and communicate accurate, timely updates throughout the lifecycle of an issue. A user-focused, operationally minded engineer who is technically curious and a hands-on troubleshooter will thrive in this environment. You will prioritize work based on on-air and near-air impact, maintain composure under deadline pressure, and take ownership from initial triage through restoration and follow-up. Experience within a News or Television Production / Media & Entertainment environment and an understanding of Avid iNews, Saga story-centric workflow management, (or similar newsroom control systems), Mimir Media Asset Management, MOS Gateways, video playback, and on-air graphics workflows are a major plus. This remote position is part of a 24x7x365 support model and requires shift-based coverage, working on weekends and holidays, as well as overnight/late shifts when scheduled. On-call participation is required as part of a rotating schedule (rotation subject to change based on business needs) and includes responding to calls from various hotlines supporting broadcast and production operations. During assigned shifts and on-call windows, you must be reachable, present in incident channels, and able to respond in real time, triage accurately and communicate professionally in real-time updates driving incidents through restoration.

Requirements

3+ years of active, hands-on experience providing technical support in a production, broadcast, media, or other mission-critical environment (L2/L3 level experience preferred), including work with technologies such as Windows, Linux, AWS, and broadcast-specific systems (e.g., Avid MediaCentral Newsroom Management (iNews), Saga, Mimir (MAM), teleprompters, MOS devices, on-air graphics, video playback, and production control room devices).
Experience troubleshooting a broad range of applications, including those that are large-scale and mission-critical, desktop & mobile operating systems, browsers, etc.
Strong communication skills and operational discipline: provide clear, timely updates during incidents; verify accuracy before communicating; coordinate effectively across teams; and document actions and outcomes in tickets, runbooks, and knowledge articles.
Demonstrated ability to run structured shift handovers and produce clear shift reports, including documenting current impact, actions completed, outstanding risks, and specific next steps for the incoming engineer.
Must have experience working directly with software development teams in a Continuous Delivery and SDLC environment
Knowledge of a broad range of enterprise technologies
Ability to review and interpret application, infrastructure, and service logs
Basic knowledge of AWS services (IAM, EC2, RDS, S3, etc.)
Fluent in Microsoft Office applications, including Outlook, Teams, Word, Excel, etc.
Demonstrated self-starter that can work independently and as a part of a cross-functional team
Proven excellent analytical thinking skills, esp. in the realm of complex system troubleshooting and translating data to solve problems
Understands system-to-system connections for data flow processes
Familiar with the sequence of development tasks with designing, developing, testing, scanning and deploying software
Required: ability to work a shift-based schedule in a 24x7x365 environment, including evenings/overnights, weekends, and holidays, with on-call participation as scheduled (including for production outages and time-sensitive incidents).
Work independently with minimal to no supervision and with others across teams and geographical locations
The ability to work both alone and in a team environment with fellow Engineers, Operations, IT, and other departments, while maintaining a strong business partner focus.
Ability to effectively speak with people at all technical levels, from CTOs and CIOs to users and business stakeholders, translating technical terminology when needed
Ability to find creative workarounds to problems that do not have immediate resolution
Troubleshoot and resolve user, hardware, and software issues
Creation of documentation of systems and procedures
Proficient with Agile practices, GitHub, and ITSM tools (e.g., ServiceNow), including disciplined ticket hygiene (severity/impact, complete troubleshooting notes, accurate resolution details, and clean handoffs).
Must be flexible and adaptable to changing requirements and schedules
Must be willing to travel on an as needed basis
BS in Communications, Engineering, or equivalent years of experience

Nice To Haves

Knowledge across cloud providers (AWS, Azure, GCP) a plus
Knowledge of NoSQL data stores (MarkLogic, MongoDB, Cassandra, DynamoDB, Couchbase, PostgreSQL, etc.) a plus
Possess strong hands-on, problem-solving skills with broadcast-related equipment and systems, with the ability to meet deadlines, and with an understanding of the urgent and dynamic needs of an “On-Air” broadcast facility
Experience with Avid iNews, Saga, Mimir (MAM), Saga Workflow Management/ Saga’s story-centric newsroom workflows, including multi-platform publishing and real-time collaboration.
Experience with Media Management: Mimir, MAM, AI-powered metadata, Cloud-native production.
Excellent oral and written communication skills
Extremely responsive and organized; provides real-time updates during active incidents and follows through until issues are fully resolved and properly documented.
Solves problems quickly and automates processes for the future
Knows when to place a call to a user rather than continuing a long email thread
Ability to take responsibility, jump in and get things done, and be self-directed with limited supervision
Ability to balance multiple competing demands, recognize priorities and pivot activities accordingly
Ability to focus on deadlines and deliverables
Ability to work and participate in a team with an open and collaborative style of communication
Demonstrated self-composure, high tolerance for stressful situations, and unquestionable integrity and cool under pressure
Detail-oriented and resourceful with a drive to learn
Demonstrates strong ownership and urgency: takes accountability for advancing incidents, action items, and follow-ups (including those requiring other teams), and ensures accurate communication, correct prioritization, and complete closure documentation.
Vendor Management
Familiarity in configuration & support cloud-based media production solutions
Familiarity with networking design
Experience within a News or Television Production Environment / Media & Entertainment a major plus
Comfortable working in a 24x7 live production environment with rotating shifts (including weekends/holidays) and responding with urgency to on-air impacting outages, emergencies, deployments, and escalations during assigned coverage.

Responsibilities

Provide real-time operational support for live/on-air programming across NBCU brands and shows; prioritize and act based on on-air and near-air impact.
Own incident response during your shift: acknowledge, triage, isolate, and drive issues forward to restoration; do not wait for others to advance the work.
Perform hands-on L1–L3 support (application-dependent) for virtualized production systems and production software; use logs, monitoring, and structured troubleshooting to identify root cause candidates and recovery paths.
Maintain and validate core newsroom and control-room workflows (e.g., Avid iNews, Saga, Mimir, data receivers, MOS gateways, playback and graphics integrations) to ensure equipment and services used in live production are functioning properly.
Respond immediately to monitoring alerts and user-reported issues; engage the correct resolver groups early, but remain accountable for coordination and progress through resolution.
Communicate clearly and accurately: verify information before sharing, provide concise status updates with timestamps, and avoid relaying unconfirmed vendor/third-party updates as fact.
Provide real-time updates in incident channels (e.g., Teams, Slack,) and in the ticketing system throughout active incidents, including impact, current state, actions taken, next steps, and ETA assumptions (with confidence level).
Drive effective cross-team coordination during incidents (engineering, operations, IT, vendors, and production stakeholders), ensuring correct handoffs and continuous forward motion.
Perform structured shift handovers: deliver a clear handoff of open incidents, degraded services, operational risks, and pending action items; ensure ownership is explicitly transferred; and publish a timely shift report with accurate status, actions taken, next steps, and relevant links/references in the ticketing and incident tools.
Maintain strong ticket hygiene: accurate categorization, severity aligned to on-air impact, clear problem statements, reproduction steps, troubleshooting notes, and final resolution documented before closure.
Document incidents and operational learnings through knowledge articles, runbooks, and post-incident notes; contribute to root cause analysis and follow-through on corrective actions.
Execute routine system updates and security patching; coordinate planned maintenance with technology partners and validate service health after changes.
Participate in operational testing and release validation with development teams; identify bugs and workflow gaps before they impact production.
Participate in a rotating on-call schedule supporting on-air broadcast hotlines; must be able to respond immediately, triage accurately, communicate real-time updates, and drive incidents through restoration