**About Us** Helpware is a technology\-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience \& Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best\-in\-class value\-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We're looking for a highly skilled Level 2 Technical Support Engineer with a proven track record of resolving complex technical issues in live production and streaming environments. Brings a balanced profile of hands\-on technical expertise, advanced debugging capability, and exceptional customer\-facing communication skills. Well\-versed in live event operations, issue reproduction, and log\-based triage to ensure rapid time\-to\-resolution and minimal customer disruption. ● Provides real\-time troubleshooting and resolution support during live events. Capable of calming high\-stress situations with clear guidance and prompt action. ● Acts as a trusted technical contact for enterprise clients. Able to translate complex technical findings into customer\-friendly language and provide proactive guidance. ● Recreates reported customer issues in controlled test environments to isolate variables and narrow down root causes. ● Strong command of system logs, error tracing, and exception analysis. Uses structured triage methodology to filter relevant data for resolution or escalation. ● Performs initial impact analysis and escalation to Level 3 / Engineering teams when required, with all necessary diagnostics and reproduction steps clearly documented Experience in video streaming / SaaS environments ● Basics of OTT streaming: Understanding how adaptive bitrate streaming works to provide an optimal viewing experience across varying network conditions. ● Streaming Protocols: Knowledge of streaming protocols like HLS (HTTP Live Streaming) and DASH (Dynamic Adaptive Streaming over HTTP). Experience in troubleshooting playback issues. ● Live Contribution: Basic knowledge of contribution protocols like RTMP, SRT, and Zixi. Escalation paths and SLAs (incl. sample SLA metrics, reporting) ● Support Response Time SLAs a ● Default escalation path ○ Raise a support ticket with a much detail as possible ○ Shared Slack Channel can be used by end customer to further escalate the topic ● Historical Incident Reporting Use of tools (incl. AI, e.g. co pilot), monitoring and diagnostic tools ● Zendesk (Ticket System) ● Jira (Issue Tracking) ● Kibana (Service Logs) ● Slack Tooling (Debug Bot applications) ● AI Support Co\-Pilot System ● Internal Dashboards **We request:** * L2 Support experience * CET off\-hours and weekend coverage * Ability to debug network/backend service issues * Ability to debug client\-side video player code (web development experience required) Tipo de puesto: Tiempo completo Beneficios: * Descuentos y precios preferenciales * Programa de referidos * Seguro de gastos médicos mayores * Trabajo desde casa Pregunta(s) de postulación: * Vives Actualmente en la Zona Metropolitana de Guadalajara? Experiencia: * debug network/backend service issues: 1 año (Deseable) Idioma: * Inglés (Obligatorio) Lugar de trabajo: Empleo presencial