Technical Support Engineer

The Job and its Impact:

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Understand, interpret, reproduce, and diagnose issues reported by the customers.
• Researching, troubleshooting, and identifying solutions to resolve product issues.
• Should be able to handle voice calls, emails, and online web sessions with the customer as part of technical troubleshooting.
• Should exhibit patience and empathy while working with a customer with an aim to drive a positive customer experience.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Following standard procedures for submitting tickets to the engineering team for further investigation of unresolved issues.
• Contributing actively towards knowledge base articles.
• Adherence to strict SLAs.
• Ready to work in the early morning, general, and afternoon shifts, including weekends, on a rotation basis.
• Should demonstrate an aptitude and appetite for learning newer technologies while expanding on the core knowledge.
• The engineer should be available to work in the late evening shift (4 PM - 1 AM) if required.

What We're Looking For?

• 1-3 years of relevant experience.
• Strong technical knowledge of -
  • Cloud Technologies – AWS, Azure, etc.
  • Databases – SQL, Oracle, MySQL, etc.
  • Operating Systems – Linux, Windows, etc.
  • Networking – Basic networking concepts and troubleshooting.
  • Programming knowledge – Java, Python (Desirable, not a must has).
  • Prior experience with REST and SOAP calls.
• Excellent communication skills – English: written and verbal
• HTTP technology and principles, including REST and SOAP principles (Required)
• JSON & XML Data formats (required)
• Javascript Regular Expression (Good to have)
• Good understanding of networking protocols and applications (TCP/IP, proxies, load balancing, firewalls, etc.) (Required)
• Working knowledge of database technologies and SQL (Required)
• In-depth familiarity of Linux (Required) (advanced user; sysadmin experience a bonus, but not required)
• Strong analytical and logical reasoning for technical troubleshooting
• Ability to collaborate with cross-functional teams – Dev, QA, Infrastructure teams, etc.
• Should be a team player who keeps team’s success before individual achievements.
• Knowledge of Data integration (Informatica/ Mulesoft).

What are the benefits

• You'll get to work in some of the hottest & fastest growing technologies in the USA right now.
• You'll get paid a competitive salary & be working directly with a super experienced team of people.
• You'll get a great place to come to work every day. Varied, complex, challenging & with a great culture that you can shape & change.
• And many more...

How to apply

Send your profile to careers@gaiansolutions.com

what the hiring manager & the peers say about this role here

About GAIAN

We are in the business of building, developing, operating & maintaining world class platforms serving Telco, Media and Hi Tech industries in USA, India and the Middle East. Our PaaS platform and its SaaS applications reach millions today.

Gaian is headquartered in Los Angeles, USA with satellite R&D centers in Hyderabad, India, and Shenzhen, China.

We are the:

• First to deploy an IPTV/OTT solution on cruise lines
• First to offer geo-targeted advertising on DVB-S2 in India
• India’s Emergency Alerting Platform for Ocean Weather with Autonomous TV Alerting services ∙ First to offer AI based placement opportunity detection in OTT live sports
• First to offer a full-service platform solution to ATSC 3.0
• Winners of the IBC 2019 Award for the Tsunami Alerting platform

The GAIAN business model has evolved along the course of its corporate journey. In the early days of inception, GAIAN offered outsourced product development and consulting services to US based organizations. Of noteworthy mention here are Cox Cable, Alcatel Lucent, Hot Wire Communications, World play, and Ericsson. Over the course of the last 5 years GAIAN has built up its own product stack.

Gaian is all about our people, our values and our way of doing things—intangibles that can't be measured or modeled in business terms but that truly make the difference. With over 150 experienced software architects, consultants, project managers, software, broadcast, and media engineers located worldwide our purpose is honored each time we exceed our client’s expectations, each time an employee reaches his/her goals, and each time we contribute to the society positively and make it a better place to live in.

We are looking to rapidly expand our technology & product development operations in India. And we need smart, ambitious people like you who enjoy a fun yet challenging work environment.

We strongly believe in Innovation, Perseverance, Compassion, Value Creation & Ownership!