Technical Support Analyst

Job Description

HBO Europe is looking for an experienced partner to join its D2C and OTT Technical
Operation team in the Budapest head office working with the team to provide managed
support for all products and services, across wider Europe. This includes 11 Central Europe
countries, the 4 Nordic countries, Spain and Portugal. The role provides great variety and
challenge given the complex architecture of the streaming services, and the management
large number of third-party partners.
Areas of Responsibility
MAJOR ACTIVITIES
As the Technical Support Analyst – D2C & OTT Operations, you will be working with the
team to ensure the effective operation and delivery of all D2C and OTT products services
across HBO Europe. You will work closely with all areas of the business.
Duties will include a broad range of tasks relating to the success of the customer lifecycle.
Key areas of responsibility include monitoring services, support for the level 1 customer
care team, support for the affiliate and partner channels, identification of real time
production issues, escalation and where necessary, the co-ordination of the resolution of
these issues. You will also assist with the critical communication and reporting to key
stakeholders.
This role is very solution oriented. It is critical you are a self-starter and able to work
independently, whilst building and maintaining critical stakeholder relationships in a
complex matrixed environment. Successful candidates must have strong technical
aptitude, ideally will have some customer-facing experience, and be able to communicate
clearly and effectively. The ideal candidate should love helping people, solving problems,
maximizing value and working to ensure our customers have the best possible experience
of our products and services.
Areas of Accountability
You will work with the Technical Support Manager - D2C & OTT Operations to deliver the
following:
 Continuous monitoring of all elements of the service delivery to identify any
variance in the delivery or quality of services.
 Ensure issues are captured, assessed and escalated to the correct stakeholders for

triaging and resolution, according to the categorization and prioritization matrix.
 Ensure there are clear communication channels across all stakeholders to allow
visibility and tracking of issues, and the resolution of issues within the agreed SLA's.
 Work closely with all relevant areas of the business and stakeholders, including
customer care, B2B affiliate partners, product, marketing and the engineering
teams.
 Provide input, as products and features evolve, to the maintenance of technical
documents, and training materials for the customer care and monitoring teams, as
well as B2B Affiliate partners' support teams.
 Ensure all customer anonymization, deletion and data requests are processed within
the reporting guidelines and framework.
Selection criteria
Essential:
• 1-2 years' experience within a technical support role at a senior analyst level within
an OTT business
• Excellent analytical skills with the ability to diagnose, troubleshoot, obtain results,
provide solutions for a broad range of technical problems
• Excellent communication skills, able to explain complex technical concepts clearly
and concisely
• General understanding of the technical details of complex systems (hardware &
software layers)
• Experience in working with ticketing / issue tracker systems (e.g. JIRA, Mantis)
• Demonstrate a strong customer advocacy work ethic
• Experience of working with a wide-ranging group of stakeholders
• Willing to work in shifts (AM: 0800-1630, PM: 1430-2300, Weekend/Bank holiday:
1100-2300 (every third weekend).
• Excellent English skills, both verbal and written
Desirable:
• BSc degree in Computer Science, Engineering or equivalent practical experience
• Knowledge in technical infrastructure of on demand service (origin servers, IP
network, application)
• Strong understanding of software development and software testing principals and
lifecycles
• Understanding of content distribution, complex networks, and content preparation
basics
• Knowledge of customer success processes
• Highly organized and able to multi-task
• Self-driven and proactive nature
We Offer
 Competitive salary
 Centrally located office

 Access to wide range of streaming capable devices
 Working across multiple European countries
 Open-minded culture
 Relaxed dress code
 Learning opportunities
 And of course, HBO GO subscription

Jobcode: Reference SBJ-r17v5v-18-218-184-214-42 in your application.