Technical Support Engineer (Content Management - DIVA)

Telestream

7h • Remote

About The Position

The Technical Support Engineer – Content Management (DIVA) provides post-sales technical support to customers using Telestream’s Content Management products, with a focus on DIVA, its video archive management platform. Customers use these systems to archive, protect, and retrieve media assets across disk, LTO tape, and cloud storage. The role troubleshoots, tracks, escalates, and resolves issues across on-premises and cloud-connected archive deployments while maintaining clear, professional communication throughout each case.

This is a technically oriented support role rather than a call center position. The engineer works directly with customers to diagnose product and infrastructure issues, reproduces problems in lab environments, runs database queries, analyzes application logs, and collaborates with Engineering when software fixes or product changes are needed. The role requires understanding media workflows across systems such as asset management, storage, tape libraries, and networks, and determining when issues should be escalated to senior team members, subject matter experts, or Engineering.

The engineer coordinates with Professional Services (Delivery) on implementation-to-support handoffs and re-engagements, participates in an on-call rotation for Telestream’s global customer base, and follows SLA targets for first response and resolution. Accurate case documentation and disciplined use of Salesforce, Jira, and Confluence are essential. The position is US remote and supports a global environment. Candidates must be legally authorized to work in the United States; employer-sponsored work authorization and visa sponsorship are not available.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or an equivalent combination of education and experience.
• Typically 3–5+ years of technical support or related experience in a B2B software, storage, or media technology environment, focused on enterprise product support rather than call center operations.
• Experience troubleshooting software applications on Windows and Linux, including log analysis.
• Experience with Windows Server environments and system administration.
• Solid understanding of networking fundamentals and protocols, including TCP/IP, Ethernet, IP routing, DNS, FTP, and CIFS, as applied to media technology deployments and SAN/NAS storage.
• Some experience with databases such as Oracle, PostgreSQL, or Microsoft SQL Server and query tools.
• Familiarity with APIs, REST services, and XML/JSON metadata formats.
• Exposure to media workflows, video formats, or content management systems.
• Experience with Salesforce Service Cloud or similar, Jira, and Confluence, or comparable CRM, ticketing, and documentation tools.
• Experience with remote access tools such as VPN, TeamViewer, or RDP.
• Strong written and verbal communication skills, including the ability to explain technical issues and solutions to technical and non-technical audiences.
• Ability to manage multiple concurrent support cases, prioritize by severity and SLA requirements, and work with moderate supervision.
• Ability to understand workflows spanning multiple services, platforms, and integration points, and extract key facts for clear error reporting and escalation.
• Willingness to participate in an on-call rotation supporting a global customer base.
• Legal authorization to work in the United States; the role does not offer employer-sponsored work authorization or visa sponsorship.

Nice To Haves

• Some scripting and AI prompting experience.
• Experience with video archiving or data archive and storage management products such as DIVArchive, DIVAnet, or DIVAdirector, or similar HSM and archive software.
• Experience with legacy archive products such as Kumulate, MassStore, or FlashNet.
• Experience with LTO tape libraries from IBM, Spectra Logic, or Oracle, and tape drive troubleshooting.
• Experience with Fibre Channel infrastructure, including switches and HBAs.
• Cloud knowledge, such as AWS or Azure; understanding cloud storage tiers and egress costs is a plus.
• Experience supporting media technology, video processing, or workflow automation products, or integrations with media asset management systems.
• Knowledge of video production workflows, captioning, and timecodes.
• Awareness of broadcast technical standards and regulatory bodies.
• Spanish, French, or Portuguese language capability.

Responsibilities

• Provide technical support for DIVA archive, restore, partial restore, copy, and delete operations.
• Diagnose and resolve issues involving DIVA software, databases, source and destination storage, tape libraries and drives, cloud storage targets, and connecting networks.
• Troubleshoot DIVA integrations with media asset management, production, and automation systems, including Avid Interplay and third-party applications using DIVA APIs.
• Own customer issues from initial contact through resolution, including ticket generation, diagnosis, root cause analysis, and customer communication.
• Replicate customer issues in lab environments and use database queries, log analysis, and configuration review to isolate root causes.
• Identify hardware and software failures that may require patches, upgrades, configuration changes, or solution redesign, and document findings for Engineering.
• Meet SLA targets for first response and resolution, and review assigned cases daily with current status and next steps.
• Escalate complex issues to senior staff or subject matter experts and prepare documented escalation packages for Engineering, including reproduction steps, error reports, logs, configuration files, and environmental details.
• Coordinate implementation and support handoffs with Professional Services (Delivery).
• Track associated Jira development tickets, follow up with Engineering, and provide requested logs, configuration files, or other data.
• Communicate with Sales and Renewals regarding licenses, expired support, and project-related issues.
• Collaborate with teammates, including through Microsoft Teams, to share knowledge and troubleshoot complex cases.
• Participate in an on-call rotation and respond to urgent issues outside standard business hours according to severity and customer impact.
• Maintain detailed Salesforce case notes covering customer interactions, current status, troubleshooting steps, and resolution details.
• Write and maintain documentation about support processes, internal tools, known issues, and workarounds.
• Contribute customer-facing knowledge-base articles to support self-service and reduce repeat cases.
• Document and track Jira bug reports, feature requests, and enhancement suggestions, and follow up with Engineering.
• Communicate professionally with customers via email, phone, and teleconferencing, and follow up after resolution to confirm satisfaction and solution stability.
• Advocate for customer needs and recurring feedback with management, Sales, Solutions Engineering, Product Management, and Engineering.
• Complete product training and maintain working knowledge of DIVA releases, features, deployment models, and integrations.
• Stay current with technical standards, media workflows, archive storage technologies, and relevant product developments; participate in training, certifications, and knowledge-sharing.

Benefits

• Day-one medical, dental, and vision coverage.
• Company-paid life and disability insurance.
• 401(k) with company match up to 8%.
• Quarterly HSA boosts and flexible spending accounts.
• Flexible time off for salaried employees or PTO for hourly employees.
• Generous paid holidays.
• Pet insurance.
• Legal plan and additional coverage options, including accident and critical illness coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level