Technical Support Specialist

Vor 6 Tagen

Lausanne, Waadt, Schweiz Second Spectrum Sàrl Vollzeit
Job Description:

We are seeking a highly skilled and results-oriented System Support Engineer to join our team at Second Spectrum Sàrl. As a key member of our operations team, you will be responsible for providing front-line technical support and troubleshooting for our tracking and video augmentation products.

Key Responsibilities:
  • Respond to alerts from automated systems and internal users, communicating across teams to resolve issues efficiently.
  • Coordinate incident response for live disruptions of services, identifying root causes and implementing effective solutions.
  • Perform root cause analysis on incidents using Unix tooling, log analysis, and service debugging techniques.
  • Manage communication with key stakeholders, including engineering, operations, and account management groups.
  • Design and implement robust alerting for all services tied to the delivery of external services.
  • Follow up with engineering, operations, and account management groups to ensure resolution and prevent future incidents.
  • Participate in an on-call rotation to eliminate repeating escalations and ensure seamless service delivery.

Requirements:
  • At least 3+ years of technical work experience, with a strong background in managing technical employees.
  • Experience working evening, weekend, and holiday hours (around live sporting schedules) is required.
  • Operational experience with real-time systems under Service Level Agreements (SLAs) is essential.
  • Critical thinking skills in software systems diagnosis under time pressure are necessary.
  • A self-starter with a willingness to learn and grow from every incident.
  • Process-orientation, creative problem-solving, and good documentation habits are highly valued.
  • Basic knowledge of networking systems and hardware installation is a plus.
  • Experience with scripting in languages like Python, Unix shell, or JavaScript/TypeScript is desirable.
  • Experience with command line tools in Linux or Unix, as well as log file analysis tools like Grep, Elasticsearch, Kibana, Grafana, and Datadog, is highly recommended.
  • Experience with SQL and modern camera features like aperture, f-stop, ISO, HDR, frame-rate, depth of field, and focus is a plus.
  • Familiarity with cloud computing (e.g., Amazon Web Services) and experience working in live sports are highly valued.
  • Availability to travel domestically and internationally is required.

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