Video Tech Support Engineer - USDS

Tiktok • San Jose, CA

68d • Hybrid

About The Position

The USDS Video Platform team is seeking an experienced Technical Support Engineer to help us continue improving TikTok's video system. As a technical expert of the TikTok video system, you will be working closely with the product R&D team and SRE team to promote continuous optimization of products, tools, and processes. If you are passionate about customer satisfaction, upholding high service quality, problem solving, and are prepared for exciting challenges, we would like you to be on our team.

Requirements

• Bachelor's degree or higher in computer science or related fields
• Familiarity with public cloud, audio and video, network-related cloud products, systems, platforms, and application architecture and principles.
• Strong business understanding, problem analysis, and cross-team communication skills, capable of handling complex technical and collaboration challenges.
• Strong communication and coordination skills, proficiency in documentation, with a good sense of teamwork and collaboration.

Nice To Haves

• 2+ years of project management experience and background in cloud computing and technical support are preferred.
• Good knowledge of networking fundamentals and protocols (eg. TCP/IP, HTTP/HTTPS, etc.)
• Development and programming experience is preferred.
• Familiar with audio & video multimedia protocol, CDN distribution acceleration, RTC and other technologies.
• Experience in real time video streaming systems is a big plus.

Responsibilities

• Resolve customers' product technical issues, assist the frontend team, efficiently address customer problems, and improve the technical support processes.
• Collaborate with developers and solve the problems encountered by developers during integration with video services as well as the quality issues in the production service process.
• Lead team incident management, identify and escalate critical issues promptly, coordinate efforts to mitigate losses in the production systems, and follow up on post-incident reviews and optimization measures.
• Plan customer business inspection mechanisms and monitoring processes to enhance service quality sensitivity and address customer needs.
• Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process.
• Be responsible for building technical and operational knowledge bases, assist in service tool development, conduct training to empower the customer service team, and improve overall technical service efficiency.
• Empower the frontend business and support teams by enhancing their understanding of products and solutions.

What This Job Offers

• Industry: Broadcasting and Content Providers
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees