Customer Support Engineer (TOC)
Location: Germany (Remote)
Salary: €4k per month
Contract Length: 6 Months
Troi Search have partnered with a leading European streaming provider to hire for a TOC Customer Support Engineer on a 6-month contract. As a Support Engineer, you'll be on the front lines, ensuring the reliability, performance, and stability of their video streaming platform. This role is perfect for someone with experience in network or TV platform monitoring who enjoys solving technical challenge, and doesn't mind spending time watching TV across various devices!
Key Responsibilities
* Diagnose and resolve issues related to video playback and content access for customers and partners.
* Continuously monitor the health, performance, and Quality of Experience (QoE) for our video platform.
* Take ownership of the initial response to incidents, working quickly to minimize service impact.
* Manage and coordinate planned changes with customers, vendors, and internal teams to ensure seamless updates.
* Develop and maintain comprehensive troubleshooting guides, process documentation, and incident reports to support continuous improvement.
Requirements
* Background in technical support, customer support, or a Network Operations Center (NOC) environment.
* Strong analytical mindset with the ability to troubleshoot complex issues effectively under pressure.
* Fluent in both German and English—able to clearly explain technical concepts to both technical and non-technical stakeholders.
* Hands-on experience with customer support tools like Zendesk, and monitoring systems such as Grafana, Prometheus, or similar.
* Willing to work in a rotating shift schedule, including weekends and peak usage times.
* Solid understanding of Linux systems, networking fundamentals, and preferably some exposure to streaming technologies or cloud/on-prem infrastructure.