Product Support Trainee

Project Description

You are a person who loves watching tables, review that everything works.
You were a spider in your previous life and you hate it when some thread does not work.
You love finding any issues in the system and drilling in the issues as far as you can.
You enjoy working in untypical hours. [ Evening shifts ] [ Early morning shifts ]
You feel that you can make streaming services work seamlessly. By addressing issues as fast as you can.
Join the content experts team to watch content and content tools to deliver the best quality possible with no threads broken.

Job Description

- Understanding of Product Support/Technical Support workflow.
- Good English language skills (Intermediate/B2 level or higher, both spoken and written).
- Strong knowledge of ticketing systems and troubleshooting workflows.
- Familiarity with monitoring and logging tools such as Jira, Grafana, Kibana, and Datadog.
- Knowledge of basic networking concepts.

Good to Have:
- Experience with automation scripting or advanced technical support.
- Basic knowledge of cloud computing platforms.
- Understanding of web applications, server architecture, and HTTP/REST APIs.
- Familiarity with incident management principles and best practices.

Job Responsibilities

Shift Details & Work Schedule:
- Hours: 30–40 hours per week.
- Shifts: 6:00 AM – 3:00 PM or 2:00 PM – 11:00 PM, Monday through Sunday.
- Note: Flexibility is required. Shifts may include 8–12 hours on weekends and/or additional night shifts based on client requests.

Key Responsibilities:

During your shift, you will be responsible for monitoring, triaging, and escalating issues during non-regular working hours. Specifically, you will:
- Monitor content streaming tools to identify and report any system issues.
- Monitor content delivery tools to detect and troubleshoot transcoding errors.
- Ensure third-party vendor tools and integrations are working seamlessly.
- During monitoring downtime, review streaming content and provide quality feedback.