About the company
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Full Stack Web Developer based in India.
Join a customer-focused technology team dedicated to helping businesses deliver reliable, high-quality video and streaming experiences. In this role, you will investigate technical challenges, troubleshoot software and audiovisual configurations, and guide customers toward effective solutions.
Responsibilities
- Respond to customer inquiries accurately, professionally, and within appropriate response times.
- Triage incoming support requests, prioritize issues, and de-escalate concerns.
- Troubleshoot platform-related issues involving video streaming, audiovisual software and hardware, network connectivity, and security configurations.
- Investigate complex technical problems, reproduce issues, document findings, and prepare clear information for escalation.
- Collaborate with Support, Customer Success, Product, and Engineering teams.
- Create and maintain support documentation and troubleshooting guides.
- Identify opportunities to improve support workflows and service quality.
- Contribute to peer training and knowledge sharing.
Requirements
- At least 3 years of experience in B2B software or customer technical support.
- Advanced written and spoken English.
- Strong troubleshooting skills.
- Hands-on experience diagnosing software and SaaS platform issues.
- Experience troubleshooting video streaming, audiovisual software and hardware, cameras, encoders, capture devices is highly preferred.
- Ability to investigate network and connectivity issues, including firewall restrictions, ports, DNS, bandwidth, and security configurations.
- Strong customer service skills.
- Collaborative mindset.
- Willingness to support customers across North American time zones.
Conditions
- Opportunity to solve meaningful technical challenges in video and streaming.
- Collaboration with cross-functional teams.
- Contribution to support processes and documentation.
- Applicants are required to provide their expected monthly salary range in US dollars.