**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 mínimal 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)
- 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: Jornada completa
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?
Experiência:
- debug network/backend service issues: 1 año (Deseable)
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial

📌 Technical Support Engineer (La Cima)
🏢 Helpware
📍 La Cima