Support Engineer (Actus)

LiveU•Junction Township, IA

About The Position

The Support Engineer is responsible for delivering high-quality, technical customer support for complex video, networking, and server-based systems. This role focuses on hands-on troubleshooting, customer interaction, and close collaboration with engineering and operations teams to resolve issues efficiently and within defined SLAs.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
3+ years of experience in technical support, support engineering, or a similar hands-on technical role.
Strong understanding of networking fundamentals (e.g., TCP/IP, firewalls, VPNs, NAT, load balancing).
Hands-on experience with Linux and/or Windows server environments, including cloud and on-prem deployments.
Experience supporting and deploying video workflows, including codecs (H.264/H.265), encoding/decoding, and streaming pipelines.
Practical knowledge of broadcasting and streaming protocols such as RTMP, HLS, RTSP, SRT, and WebRTC.
Proficiency with troubleshooting tools (e.g., Wireshark, FFmpeg, log analysis tools).
Experience working with ticketing and CRM systems (e.g., Zendesk).
Strong verbal and written communication skills for customer-facing technical interactions.
Ability to operate effectively in high-pressure, time-sensitive, and globally distributed environments.

Responsibilities

Provide direct technical support to customers, ensuring timely responses and resolution in accordance with defined SLAs.
Execute and support complex remote deployments, upgrades, and configuration changes for customer environments.
Troubleshoot issues related to server deployments (customer-managed or company-provided), networking configurations, video encoding/decoding, and broadcast workflows.
Perform structured root-cause analysis for incidents and contribute technical findings to the team.
Perform hands-on troubleshooting of software integrations, network connectivity, and video pipeline issues.
Diagnose problems using logs, packet captures, and system diagnostics across distributed environments.
Collaborate closely with engineering and operations teams to escalate defects, validate fixes, and support production changes.
Follow established support workflows, procedures, and operational playbooks.
Maintain accurate and timely ticket updates, including actions taken and resolution outcomes.
Identify recurring technical issues and surface trends to the team for further analysis.