Support Engineer

Net Insight • Plantation, FL

5d • Remote

About The Position

For 25 years, Net Insight has developed and offered open solutions for media transport to globally leading media companies. Our solutions are used by hundreds of customers in over 70 countries to ensure that their mission-critical media networks work seamlessly and without interruption, so that they can offer the best possible experience to their customers – the viewers. With cutting-edge technology, robust platforms and leading-edge competencies we deliver to the biggest live events in sports, news and entertainment around the world.
Net Insight’s solutions make it possible for you – and millions of other people – to take part in the biggest live events in the world. Join us on our journey and help our customers succeed with Net Insight’s multi-service network products.
As a Support Engineer at Net Insight, you will work at the intersection of media and technology, supporting in-house developed products.
You will be part of our Support department, providing technical support for Net Insight’s multi-service network products. The role is both technically advanced and customer-facing, involving close collaboration with customers and internal development teams to ensure stable operations and high-quality solutions. Sometimes you may also take part in customer implementation projects, supporting installation, training, final testing, and operational handover. You will be a member of our Global Support Team and a key addition to our support organization based in Stockholm.

Requirements

• A minimum of 3 years of experience as a Support Engineer or similar customer-centric role, providing technical service with multi-channel customer interactions
• Network troubleshooting skills in streaming protocols such as SRT, RIST, IP and ARQ protocols, DNS, Gateway, etc.
• Strong, proven experience in professional communication and customer handling, which is essential to succeeding in this position
• Experience troubleshooting complex systems and root cause analysis
• Proficient business English
• Knowledge of SNMP and/or REST API-based management systems
• Knowledge in media transmission technologies such as ASI, SDI, or JPEG/MPEG/JPEG XS encoders and decoders
• Strong experience and interest in cloud technologies, including microservices and container-based solutions
• Proficiency in troubleshooting and understanding platforms such as Kubernetes or OpenShift, as well as Grafana and Linux

Nice To Haves

• Experience with IP media ST 2110 and NMOS
• Good knowledge of Unix-based operating systems
• Knowledge of PTP networking
• Telecom background, preferably at operator or service provider level
• Experience working with networking and IP-based solutions

Responsibilities

• Provide technical assistance for Net Insight’s products, including both software and hardware support
• In depth troubleshooting and lab testing in order to understand and reproduce issues
• Participate in our on-duty rotation, providing 24/7 support
• Create and maintain technical documentation for our knowledge base
• Contribute to product improvements by sharing customer feedback and your own ideas

Benefits

• In this role, you will build valuable expertise in media and network technologies, gain exposure to technical challenges in real customer environments, and contribute to cutting-edge innovations.
• What our co-workers value most is our strong sense of teamwork – we collaborate closely, share knowledge, and support each other to find the best possible solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed