Technical Support Analyst, CDS

Vecima Networks Inc.•,

About The Position

The Technical Support Analyst, CDS provides frontline technical support to Vecima customers for Content Delivery and Storage (CDS) solutions. This role is responsible for managing technical support cases in alignment with service level agreements (SLAs), performing troubleshooting, failure analysis, and root cause analysis on Linux-based systems, and ensuring the timely resolution of customer issues. The Technical Support Analyst identifies, diagnoses, and resolves software, hardware, and documentation-related issues while delivering an exceptional customer experience. Working closely with customers and cross-functional teams, this role plays a key part in maintaining the reliability and performance of Vecima's video delivery solutions deployed globally.

Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
Minimum of 2 years of experience in enterprise-level hardware and software troubleshooting.
Experience using incident management or ticketing systems (e.g., Salesforce Service Cloud).
Proficiency in Linux system administration and hardware troubleshooting.
Understanding of computer networking fundamentals and protocols.
Strong analytical, troubleshooting, and root cause analysis skills with the ability to diagnose complex technical issues.
Excellent written and verbal communication skills with a customer-focused approach.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and respond effectively in a fast-paced environment.
Demonstrated initiative, accountability, and problem-solving mindset.
Adaptability and willingness to work in changing environments and schedules.
Ability to work independently while also collaborating effectively within a team.

Nice To Haves

Experience supporting Linux-based systems in a production or customer-facing environment is preferred.
Experience working in a technical support, operations, or network support environment is considered an asset.
Relevant technical certifications (e.g., Linux, networking, cloud, or support-related certifications) are considered an asset.
Foundation in video delivery architectures and streaming media technologies.
Familiarity with monitoring and management tools.
Experience working with distributed storage platforms.
Experience using Jira or similar workflow management tools.
Knowledge of video delivery, content distribution, CDN technologies, or media streaming environments.
Proficiency or fluency in additional languages, particularly Spanish or Portuguese.

Responsibilities

Provide technical support to Vecima CDS customers during a weekday shift and participate in a rotating on-call schedule to support customers outside of standard business hours.
Handle verbal and written customer communications for cases submitted via phone and customer support portals.
Establish initial customer contact and remote connectivity to global deployments to diagnose and troubleshoot video delivery systems.
Escalate critical or complex issues to senior technical staff in a timely and effective manner.
Utilize monitoring tools to identify issues and open support or maintenance cases on behalf of customers.
Maintain end-to-end ownership and accountability for support cases, collaborating with internal teams to drive timely resolution within SLA commitments.
Perform troubleshooting and root cause analysis to identify underlying issues and recommend corrective actions.
Document case progress, troubleshooting activities, root cause findings, and resolutions clearly and accurately.
Execute overnight maintenance activities, including post-production upgrades, configuration changes, and patch installations, in accordance with established methods of procedure (MOPs).
Participate in customer case review meetings, providing status updates and defining next steps.
Participate in instructor-led and self-directed training to stay current on products, tools, and emerging technologies.
Contribute to the development and maintenance of technical documentation, knowledge base articles, and operational procedures.
Support continuous improvement initiatives by identifying recurring issues, recommending process improvements, and contributing to enhancements in customer satisfaction, operational efficiency, and service quality.