Technical Support Engineer

Experience: 1-3(1 position), 3-8 years (2 positions)
Location: Hyderabad

The Opportunity: Come Build the Next-Gen Hi-Tech Product Platform


In the United States, a new TV broadcasting standard has recently been ratified by the US Government's Federal Communications Commission referred to as ATSC 3.0, this new technology literally doubles the broadcaster bandwidth pipes for the same amount of spectrum utilization apart from providing the ability to deliver broadcast TV signals to mobile devices. Coinciding with the widespread network build out and adoption of 5G technologies by US Telecom operators, the new standard, is poised to revolutionize TV services, significantly alter the IoT landscape, and is also poised to impact the connected car/autonomous car automotive industry. The broadcast industry and the telecom industry are expected to unprecedented levels of cooperation and synergies across all dimensions of offering digital communications and content services to consumers.

More details of the broadcasting standard and articles describing its impact are:

Gaian Solutions is working with some of the industry’s' largest broadcasting groups to operate a Openstack based Cloud Content Delivery Platform that leverages the best of AI, ML and Data Science technologies in monetizing content delivery services for the 3.0 ecosystem.

About the position:

As a Technical Support Engineer you will be responsible to ensure concerned technical teams are engaged in a timely manner to address technical issues. If you thrive in a dynamic, collaborative workplace, we provide you an environment where you will be challenged and inspired every single day. If you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish working with us.

Key responsibilities:

  • 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 customer with an aim to drive 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 SLA’s
  • Ready to work in early morning, general and afternoon shifts, including weekends, on rotation basis
  • Should demonstrate an aptitude and appetite for learning newer technologies while expanding on the core knowledge

The kind of people we look for:

  • 1-3(1 position), 3-8 years (2 positions) of relevant experience.
  • Strong technical knowledge on:
    • 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 on data integration (Informatica/ Mulesoft)

About Gaian Solutions:

Gaian Solutions is a 13-year-old product organization and a leading edge provider of products and solutions to the media and entertainment industry.

Headquarters: San Francisco/Silicon Valley, USA

R&D development centers: India and China

Gaian’s products and solutions are deployed across the globe—US, APAC, Mexico, Maldives, & India. Today, the company serves businesses as diverse as billion dollar enterprises with corporate communication needs, federal emergency warning centers with real-time alert dissemination requirements, public transport networks broadcasting live streams of information, retail chains looking for sales closures from impactful content experiences as well as entertainment service providers with a constant need to delight consumers.

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 close to 250 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.

Gaian in the news:

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