[Hiring] Technical Support Engineer @Telestream

Role Description

The Technical Support Engineer – Content Management is responsible for providing post-sales technical support to customers using Telestream’s Content Management products, with a focus on DIVA, Telestream’s video archive management platform. Customers rely on these systems to archive, protect, and retrieve their most valuable media assets across disk, LTO tape, and cloud storage. This role handles troubleshooting, issue tracking, escalation, and resolution across on-premises and cloud-connected archive deployments, maintaining clear and professional communication with customers throughout the case lifecycle.

This is a technically oriented support role, not a call center position. The Technical Support Engineer works directly with customers to:

• Diagnose product and infrastructure issues.
• Replicate problems in lab environments.
• Run database queries and read application logs as part of the diagnostic process.
• Collaborate with Engineering when issues require software fixes or product changes.

The role requires the ability to understand media workflows spanning multiple systems, such as asset management, storage, tape libraries, and networks, and to determine when to escalate issues to senior team members, subject matter experts, or Engineering.

The Technical Support Engineer coordinates closely with the Professional Services (Delivery) team to manage handoffs between implementation and support, and back to Professional Services when customer issues require additional delivery engagement. This role must participate in an on-call rotation to support Telestream’s global customer base. Strong adherence to SLAs (first response and resolution times), accurate case documentation, and disciplined use of Salesforce, Jira, and Confluence are essential to this role.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience.
• 3-5+ years of technical support or related experience in a B2B software, storage, or media technology environment, with a focus on enterprise-level product support rather than call center operations.
• Experience troubleshooting software applications across Windows and Linux operating systems, including log analysis. Some scripting and AI prompting experience is beneficial.
• Experience with Windows Server environments and system administration.
• Solid understanding of networking fundamentals and protocols (TCP/IP, Ethernet, IP routing, DNS, FTP, CIFS) as they apply to media technology deployments, including storage systems (SAN/NAS).
• Some experience with databases (Oracle, PostgreSQL, Microsoft SQL Server) and query tools.
• Familiarity with APIs, REST services, and metadata formats (XML/JSON).
• Exposure to media workflows, video formats, or content management systems.
• Experience with Salesforce (Service Cloud or similar), Jira, and Confluence, or comparable CRM, ticketing, and documentation tools.
• Experience with remote access tools (VPN, TeamViewer, RDP).
• Strong written and verbal communication skills, with the ability to articulate technical issues and solutions clearly to both technical and non-technical audiences.
• Demonstrated ability to manage multiple concurrent support cases, prioritize based on severity and SLA requirements, and work with moderate supervision.
• Ability to understand workflows spanning multiple services, platforms, and integration points, and to extract key facts for clear error reporting and escalation.
• Willingness to participate in an on-call rotation to support Telestream’s global customer base.

Requirements

• Experience with video archiving or data archive and storage management products such as DIVArchive, DIVAnet, or DIVAdirector, or similar HSM and archive software.
• Experience with LTO tape libraries (IBM, Spectra Logic, Oracle) and tape drive troubleshooting.
• Experience with Fibre Channel infrastructure, including switches and HBAs.
• Cloud knowledge is helpful, such as AWS and Azure. Understanding cloud storage tiers and egress costs is a plus.
• Experience supporting media technology, video processing, or workflow automation products, or integrations with media asset management (MAM) systems.
• Knowledge of video production workflows, captioning, and timecodes.
• Awareness of broadcast technical standards and regulatory bodies.
• Multilingual capability (Spanish, French, Portuguese) is advantageous.

Benefits

• Day-one medical, dental & vision coverage.
• 100% company-paid life + disability insurance.
• 401(k) with a sweet company match (up to 8%).
• Quarterly HSA boosts & flexible spending accounts.
• Flexible time off (salaried) or PTO (hourly) + generous paid holidays.
• Pet insurance (yes, your dog gets benefits too).
• Legal plan + extras like accident & critical illness coverage.