App Support Technician

Job Description

Job
App Support Technician

Position Title

App Support Technician

Position Summary

As a App Support Technician you will be responsible for monitoring/managing a high-volume content processing operations platform that includes storage, ingestion, transcoding, packaging, and distribution of digital media packages. You will work closely with our Media Engineering, DevOps, and Content Operations teams to ensure timely delivery of content on the platform and identify/troubleshoot any production issues as they arise. Additional duties include defining and improving existing workflows and recommending product improvements when relevant. You must have the ability to navigate and analyze large amounts of data and effectively communicate the results of your analysis to key stakeholders on a daily basis.

This is a US-based fully remote position. The expected primary workdays are Monday-Friday with some shift schedule flexibility depending on time zone.

Main Duties
• Monitor Media Operations Platform Workflows and respond diligently to alerts critical to our day-to-day operations.
• Troubleshoot and investigate various technical issues to establish the root cause of problems and form a solution or workaround when necessary.
• Identify and communicate issues to appropriate departments as they arise. Reproduce issues and if necessary, file defects, escalate to Engineering, and document SOPs (Standard Operating Procedures).
• Work in a fast-paced technical environment and support products with frequent product releases and regular maintenance updates.

Experience, Qualifications & Key Competencies
• 3 years' experience in a Tier 2/3 technical support Role
• 3 years' experience in content operations.
• Experience working with Digital Asset Management and/or Content Management Systems.
• Working knowledge of XML, Microsoft Excel, Notepad++.
• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution.
• Excellent verbal and written communication skills and someone who is passionate about quality, supportability, and detail.
• Experience with Unix/Linux and Windows systems
• Experience using Splunk or other operational intelligence tools (e.g., Loggly, Log Logic, Sumo Logic, Datadog, New Relic, etc.)

Nice to Have
• Experience in a Media Operations Support Role.
• Experience in OTT platform content operations.
• Basic understanding of API's
• Log Analysis background
• Strong Documentation Skills

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's HR representative if you need assistance completing any forms or to otherwise participate in the application process.

Jobcode: Reference SBJ-g3mn7q-18-188-152-162-42 in your application.