Video Tech Support Engineer - USDS

Tiktok • Seattle, WA

398d • $88,806 - $191,520 • Hybrid

About The Position

The Technical Support Engineer role at TikTok's U.S. Data Security division focuses on enhancing the video processing platform and ensuring high service quality for users. This position involves resolving technical issues, collaborating with development teams, and leading incident management to maintain the integrity of TikTok's video services. The role is crucial for supporting the frontend business and improving customer satisfaction through effective problem-solving and communication.

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.
• Strong business understanding, problem analysis, and cross-team communication skills.
• Strong communication and coordination skills, proficiency in documentation, and a good sense of teamwork.

Nice To Haves

• 2+ years of project management experience and background in cloud computing and technical support.
• Good knowledge of networking fundamentals and protocols (e.g., TCP/IP, HTTP/HTTPS).
• Development and programming experience is preferred.
• Familiarity 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 and assist the frontend team in addressing customer problems.
• Collaborate with developers to solve integration issues with video services and quality issues in production.
• Lead team incident management, identify critical issues, and coordinate efforts to mitigate production losses.
• Plan customer business inspection mechanisms and monitoring processes to enhance service quality.
• Establish a Quality Service (QS) evaluation system to improve problem handling efficiency.
• Build technical and operational knowledge bases and assist in service tool development.
• Conduct training to empower the customer service team and improve technical service efficiency.
• Enhance the understanding of products and solutions for the frontend business and support teams.

Benefits

• 100% premium coverage for employee medical insurance, approximately 75% for dependents, and a Health Savings Account (HSA) with a company match.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans.
• Flexible Spending Account (FSA) options for healthcare and dependent care.
• 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) and 10 paid sick days per year.
• 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
• Mental and emotional health benefits through EAP and Lyra.
• 401K company match, gym, and cellphone service reimbursements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Bachelor's degree