Senior Technical Customer Support Advisor
3d ago

Company Overview

At Synamedia, we have over 2,000 uniquely talented people working together across the globe to achieve our vision of transforming the way the world is entertained and informed.

As the largest global provider of video solutions, you can be part of building and delivering the most complete, secure, and advanced end-to-end technology platform.

Our solutions combined with our partnership with over 200 customers worldwide means we are touching the lives of millions of people everywhere.

We think that is quite exciting!

When welcoming new people to our team we are always looking for opportunities to bring in new ideas, those who ask the challenging questions and have the curiosity to learn.

These qualities are important to us as we innovate solutions, seize more opportunities to partner with our customers and make a difference as we collaborate to innovate the future of video.

Our values connect us. Our diversity gives us strength. Our curiosity inspires creativity. If that sounds like the place, you would like to be then we look forward to hearing more from you.

Role Description

Global Customer Support is a newly formed critical business function focused on delivering customer success and is responsible for providing high quality support services to our customers for the new line or Multi Tenant SaaS products for Synamedia.

We have multiple openings and are looking for highly motivated candidates to be part of the team who will be working in a dynamic environment that is at the heart of an exciting business transformation to SaaS.

We have a very strong focus on building great relationships, encouraging innovation, best practices, focusing on quality and celebrating our successes.


As Senior Customer Support Specialist you will be an established professional, familiar with and apply ITIL best practices to handle incident and problem tickets, focusing on restoring service at first contact.

You’ll act as resource for colleagues with less experience and set a strong example to other more junior members of the team.

You’ll be able to lead incident calls and act as Incident Manager leading incident calls to resolution, communicating with Customers often under pressure.

You’ll be taking part in a 24 / 7 shift rota and you’ll be working in a highly collaborative environment, liaising with internal SRE teams and delivery teams around the globe, to improve quality of our products and provide best support experience to our customers.

The shift pattern consists of 4 shifts of 9 hours each to cover the 24 hours, rotating over 5 days with two days off (3 days off after night shift).

You’ll be working in a hybrid working model, 2-3 days in the office the remaining from home.

Minimum Qualifications

  • 8+ years’ experience in Customer Support role
  • Proven ability to troubleshoot issues in complex E2E systems
  • Knowledge / Experience of Cloud Technologies (AWS, Kubernetes)
  • Strong Linux experience
  • Knowledge / Experience of Networking
  • Excellent communications skills, both written and spoken
  • Strong customer management skills, experience in managing Incidents ideal
  • Familiar with ITIL Framework particularly Incident, Problem and Change Management Processes
  • Desired Skills

  • Understanding of common monitoring tools such as Splunk, ELK, Sensu, Grafana, Prometheus
  • Experience of Database Technologies
  • ITIL Certifications
  • AWS Certifications
  • Exposure to Devops pipeline frameworks
  • Linux knowledge on various server-side configurations : Apache httpd, nginx, nodejs, java, php, golang etc
  • Scripting knowledge for automating repetitive tasks through one of Python (highly desirable) Ansible or Salt stack Bash or any programming language
  • Personal Attributes

    The ideal candidate will be passionate about helping customers, curious and willing to learn, with a can-do attitude. Show initiative and leadership.

    A Culture of Belonging

    We want to let you know that Synamedia is committed to promoting a diverse and inclusive community - a place where we can all be ourselves and succeed.

    We offer a range of family friendly, inclusive employment policies, flexible working arrangements, engagement activities and services to support all our people.

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