COMPANY OVERVIEW

At Synamedia, we’re a global team of 1,700+ trailblazers across 20 countries, revolutionizing how the world is entertained and informed. With a legacy of protecting our long-time customers, we’re laser-focused on driving growth and leading the charge as the industry shifts from Pay-TV to IP and streaming. We are the pioneers in next-gen media cloud services who power the viewing experiences of billions of people on Earth with our best in class live streaming, distribution, ad tech, cloud platforms, and more.
Our solutions, built over three decades and trusted by 1,000+ customers, fuel giants like Disney, The Olympics, Astro, Comcast, Tata Play, and many more.
Ready to grow with us and shape the future of media and entertainment solutions? Let’s do it together!

ROLE DESCRIPTION

Do you watch TV? Do you stream videos to your computer, phone, or tablet? Synamedia has technology deployed across the globe which is changing the way the world is informed and entertained. Customer Support is a critical business function focused on delivering customer success and is responsible for providing high quality support services to our customers.
We are looking for an Associate Technical Consultant to join our team. The role involves close collaboration with teams in both Headend and STB development across the Synamedia and customer organisations.

RESPONSIBILITIES

• You will be part of a team of Technical Consultants delivering support services for proprietary software components to a major customer.
• Work with team members to provide technical support to partners and/or customers for Synamedia technologies, products and solutions.
• Rapid response to platform incidents, ensuring the customer is always kept up to date with the progress of any investigation, and provide input to a detailed resolution report including any further actions required.
• Work with team members to provide detailed analysis of any software defects to the development team.
• Work with team members to provide proficient and timely installations of Synamedia headend components for both production and lab customer systems.
• Help troubleshoot problems independently or as part of a team.
• Knowledge sharing with others in writing technical documents and growing the knowledge database.
• Assist in the analysis of problems and issues found during customer integration or testing.
• Provide accurate reporting and communication of any problems or issues found to the team manager.
• Help develop training material for education and knowledge sharing with other team members as appropriate.
• Pro active involvement in progressing backlog tickets through to conclusion.
• This role will also require the successful candidate to be part of the 24/7 rota and onsite rota at the Sky Offices in Osterley, West London once internal training period concluded satisfactorily.