Product Support Engineer

Location Argentina RemoteWorking Hours USA Time Zones ESTCSTPST overlap requiredExperience 8 YearProduct Support EngineerExperience5 to 10 YearsEmployment Type Contractor

Role OverviewWe are seeking a highly skilled Product Support Engineer with handson experience supporting Evertz MediatorX environments in broadcast media and entertainment ecosystems The ideal candidate will possess strong expertise in Java Python JavaScript troubleshooting complex media workflows application support automation development and production incident managementThe engineer will be responsible for ensuring high availability performance and operational excellence of MediatorX based media asset management MAM workflow orchestration playout content processing and delivery platforms
Key ResponsibilitiesApplication Product SupportProvide L2L3 support for Evertz MediatorX platform across media asset management workflow automation content lifecycle and distribution workflowsMonitor production environments and proactively identify potential issues before business impact occursTroubleshoot platform workflow integration metadata ingest transcoding and distributionrelated issuesPerform root cause analysis RCA and implement permanent corrective actionsManage tickets SLAs incident response change requests and problem management activitiesCoordinate with broadcasters operations teams engineering teams and Evertz support teams during major incidentsDevelopment AutomationDevelop support tools monitoring utilities and automation scripts usingo Javao Pythono JavaScriptAutomate operational tasks to improve system reliability and reduce manual effortDevelop integrations between MediatorX and external systems using APIs and web servicesSupport enhancements defect fixes and workflow optimization initiativesWorkflow Integration SupportSupport media workflows involvingo Content Ingesto Asset Managemento Metadata Managemento Media Processingo Transcodingo Distributiono Playout OperationsTroubleshoot integrations witho MAM systemso CMS platformso Transcoding systemso Storage platformso Cloud serviceso Scheduling systemso Broadcast automation systemsOperational ExcellenceParticipate in oncall rotation and major incident managementCreate and maintain SOPs runbooks knowledge base articles and troubleshooting guidesDrive continuous service improvements and reduction of recurring incidentsSupport platform upgrades deployments patching and release validation activities
Required Technical SkillsMandatoryHandson experience supporting Evertz MediatorXStrong programming experience ino Javao Pythono JavaScriptExperience with REST APIs and Web ServicesSQL and database troubleshootingLinuxUnix administration fundamentalsLog analysis and application performance troubleshootingIncident Management and Problem ManagementBroadcast Media Domain ExperienceMedia Asset Management MAMBroadcast workflowsFilebased content processingMetadata managementVideo delivery and distributionIngest and playout operationsContent lifecycle managementIntegration KnowledgeAPI integrationsXML JSONMessage QueuesWorkflow orchestration systemsEnterprise application integrations
Preferred SkillsMonitoring tools such as Splunk Grafana ELK Dynatrace or AppDynamicsBroadcast automation and playout systems knowledgeExperience supporting 24x7 production environments
QualificationsBachelors Degree in Computer Science Information Technology Electronics Broadcast Engineering or related disciplineRelevant experience in Media Entertainment Broadcast OTT or Digital Media organizationsEvertz product experience preferred
Success MetricsSLA adherence 95Reduction in recurring incidentsImproved platform availability and stabilityFaster incident resolution timesIncreased automation and operational efficiencyPositive stakeholder and client satisfaction ratings
NicetoHave ExperienceEvertz OvertureMedia workflow orchestrationFile Transfer and Content Delivery systemsOTT workflowsAsset archival and retrieval systemsCloudbased media operationsSports broadcast and entertainment domain supportShift RequirementWillingness to work in India shift with overlap to US time zones and participate in critical production support rotations