Senior Technical Support Engineer Lead

5 giorni fa

Milan, Italia MainStreaming S.p.A A tempo pieno

At MainStreaming, we are on a mission to enable broadcasters, media and gaming companies transition to streaming video and offer their audience the best Quality of Experience.

With our innovative solution we deliver live and on-demand video, integrating all operative phases for ingest, encoding, management and distribution.

We are looking for a:

Senior Technical Support Engineer Lead

Job Description:

As a Senior Technical Support Engineer Lead at MainStreaming, you will lead and mentor a team of technical support engineers, and take on the most difficult analysis/troubleshooting, providing exceptional customer support for our CDN and video streaming solutions. You will be responsible for ensuring timely resolution of customer issues, maintaining high levels of customer satisfaction, and driving continuous improvement within the support team.

Key Responsibilities:

  • Lead and mentor a team of technical support engineers, fostering a positive and collaborative work environment.
  • Provide advanced technical support to customers, resolving complex issues and escalating as needed.
  • Oversee incident management processes, ensuring timely resolution and effective communication with customers.
  • Identify and analyze recurring issues, implementing solutions to prevent future occurrences.
  • Maintain and update the knowledge base, ensuring it is comprehensive and accessible to the support team.
  • Monitor team performance, set goals, and provide regular feedback and coaching.
  • Handle escalated customer issues, working with other teams to resolve problems efficiently.
  • Continuously identify opportunities for process improvement, streamlining workflows and enhancing efficiency.

What we’re looking for:

  • PASSION FOR THE PRODUCT: Professional attitude towards software craftsmanship including testing and a passion for writing good documentation.
  • PROACTIVITY: You are confident enough to self-start your project and set your priority in autonomy while working with a group of international peers.
  • EAGERNESS TO LEARN: You don't get scared of something new, we provide you an environment where you can improve every day.
  • TEAMWORK: A high degree of collaboration, we are a team, we develop and grow together.
  • ENGLISH: Professional proficiency level, you will share your time within an international Team.

SKILLS

  • 6+ years of experience in B2B SaaS Technical Support, working with Enterprise customers, and 2+ years of team lead or management experience.
  • Strong experience at hiring, coaching, and training Support Engineers.
  • Experience managing a team to meet and exceed their individual, team, and company goals.
  • Fundamental understanding how the Internet works (OSI Model).
  • Experience troubleshooting DNS, SSL/TLS, HTTP and Streaming Protocols.
  • Experience troubleshooting network connectivity issues, BGP routing, etc.
  • Experience in command line, and tools, including curl, dig, traceroute, openssl, git, etc.
  • Experience with scripting languages (Python, Bash, etc.) and network tools (Wireshark, tcpdump, etc.) is a plus.
  • Strong technical knowledge of CDN technologies, video streaming protocols, and network infrastructure.
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication and interpersonal skills.
  • Ability and willingness to work occasional weekends, holidays, after hours, and shifts.
  • Fluent proficiency in English is mandatory, other languages are a plus.

What we offer:

  • A young, dynamic and entrepreneurial environment where to develop and grow.
  • An innovative technology and service able to support the transition from traditional broadcasting to the streaming entertainment of the future.
  • A growth path aimed at improving your professionalism.
  • Flexible working hours.
  • Breakfast, lunch and snacks in our office.
  • Access to E-Learning platform.

Salary and benefits will be assessed in relation to the candidate's experience and skills.

In MainStreaming you will be part of a dynamic, flexible, young, tight-knit and international environment and will have the chance to work in a company that values innovation, out of the box thinking, its employees and committed in making the world a better place.

#J-18808-Ljbffr

  • Technical Support Engineer

    8 mesi fa

    Milan, Italia Hisense A tempo pieno

    WHAT YOU WILL DO The Pre-Sales Engineer will drive the technical support and applications of VRF system and other light commercial AC during the sales process.You will be responsible for the production of all technical aspects of the tender responses and written customer proposals. Occasionally you will be involved in demonstrating or presenting HVAC...

  • Senior Electrical Engineer

    2 mesi fa

    Milan, Italia SICIM A tempo pieno

    Company DescriptionSICIM is a Construction Company established in 1962 and offering all types of services related to the installation of pipelines and relevant ancillary facilities for the transmission and distribution of oil, gas, and water on an international basis.PositionSICIM has a position opening as Senior Electrical Engineer to support our...

  • Technical Lead

    6 mesi fa

    Milan, Italia CAPCO A tempo pieno

    Technical Lead at Capco Italy - Milan Joining Capco means joining an organisation that is committed to an inclusive working environment where you’re encouraged to #BeYourselfAtWork. We celebrate individuality and recognize that diversity and inclusion, in all forms, is critical to success. It’s important to us that we recruit and develop as...

  • Senior Electrical Engineer

    3 mesi fa

    Milan, Italia SICIM A tempo pieno

    Company Description SICIM is a Construction Company established in 1962 and offering all types of services related to the installation of pipelines and relevant ancillary facilities for the transmission and distribution of oil, gas and water on an international basis. Position SICIM has a position opening as Senior Electrical Engineer to...

  • Technical Operations Training

    1 mese fa

    Milan, Italia Thermo Fisher Scientific A tempo pieno

    Work ScheduleStandard (Mon-Fri)Environmental ConditionsCleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair etc... allowed, OfficeJob DescriptionPosition Summary:Join Thermo Fisher Scientific Inc. as a Technical training and support engineer and have the unique opportunity to build, grow, and share your expertise...

  • Technical Operations Training

    6 giorni fa

    Milan, Italia Thermo Fisher Scientific A tempo pieno

    Work ScheduleStandard (Mon-Fri)Environmental ConditionsCleanroom:no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair etc... allowed, OfficeJob DescriptionPosition Summary:Join Thermo Fisher Scientific Inc. as a Technical training and support engineer and have the unique opportunity to build, grow, and share your expertise...

  • Technical operations training

    1 mese fa

    Milan, Italia Thermo Fisher Scientific A tempo pieno

    Work Schedule Standard (Mon-Fri)Environmental Conditions Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair etc...allowed, Office Job Description Position Summary: Join Thermo Fisher Scientific Inc.as a Technical training and support engineer and have the unique opportunity to build, grow, and share your...

  • Senior / Lead Mechanical Engineer - Data Centre Projects

    2 mesi fa

    Milan, Italia Arup A tempo pieno

    Senior / Lead Mechanical Engineer - Data Centre ProjectsSenior Mechanical Engineer Milan, Italy  Shape a future with purpose at Arup in Italy.  Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.  The Opportunity  In today’s world, data plays a crucial role in our...

  • Senior / Lead Frontend Engineer

    6 mesi fa

    Milan, Italia PRAGMATIKE A tempo pieno

    Job Description: Location: Fully remote, EU timezone (CET +/- 2hours)Start date: ASAPLanguages: English is mandatory; French is a plusOur client: Cloud Computing / Blockchain / AI - European Saas Responsibilities: Collaborate with our Product Designer to conceptualize and execute product designsDevelop efficient and reusable front-end components and...

  • Senior / Lead Mechanical Engineer - Data Centre Projects

    5 giorni fa

    Milan, Italia Arup A tempo pieno

    Senior / Lead Mechanical Engineer - Data Centre ProjectsShape a future with purpose at Arup in Italy.Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.The OpportunityIn today’s world, data plays a crucial role in our everyday lives. Our work and leisure time depend on services...

  • Technical Sales Support Engineer

    3 mesi fa

    Milan, Italia Page Personnel A tempo pieno

    Supporto tecnico al commerciale;Gestione della comunicazione con gli interlocutori tecnici della clientela al fine di comprenderne bisogni necessità;Mantenimento delle relazioni con controparti tecniche delle consociate estere;Assistenza tecnica pre e post vendita;Partecipazione a prove tecniche presso la clientela;Valutazione di fattibilità e di costi...

  • Senior Structural Engineer

    5 giorni fa

    Milan, Italia NES Fircroft A tempo pieno

    Senior Structural EngineerDuration: 30 months - Full time contractWork Location: Milan, ItalySummarized Job Description or List of Position Responsibilities/Duties:Review / Lead the design and analysis of structural systems, and specifications.Utilize engineering software for structural modelling and simulations.Provide technical guidance and mentorship to...

  • Lead Engineer Civil

    1 mese fa

    Milan, Italia Kanadevia Inova A tempo pieno

    Job DescriptionYou lead the civil engineering scope for renewable gas (RG) or anaerobic digestion (AD) projects within the EPC civil works package in close cooperation with the Customer and Kanadevia Inova Project ManagementYou take ownership during civil tender stage, civil procurement phase and civil execution stage for design packages such as civil &...

  • Lead Electrical Engineer

    2 giorni fa

    Milan, Italia Airswift A tempo pieno

    Vacancy OverviewLead Electrical Engineer – Milan, SpainKey responsibilities and main tasks:Manage the Electrical discipline organization of around 3 FTE on Company’s side and around 70 FTE on Contractor’s side.Assure the Electrical discipline issuance, review, and approval of around 4,000 technical documents.Manage the Electrical discipline development...

  • Senior Lead Developer

    2 settimane fa

    Milan, Italia Michael Page International Italia S.r.l. A tempo pieno

    Ruolo di responsabilità Flessibilità e Ottime opportunità di carriera Azienda Azienda leader nelsettore dell'e-commerce internazionale che offre soluzioni software e di sourcing di prodotti basate su AI per l'e-commerce e il dropshipping, è alla ricerca di una figura di Sviluppatore Senior Lead JavaScript per guidare il team di sviluppo e spingere...

  • Senior / Lead Backend Engineer (Go, Golang)

    6 mesi fa

    Milan, Italia PRAGMATIKE A tempo pieno

    Job Description: Location: Fully remote, EU timezone (CET +/- 2hours)Start date: ASAPLanguages: English is mandatory; French is a plusOur client: Cloud Computing / Blockchain / AI - European Saas Responsibilities: Design and develop scalable, distributed, server-side software applications and microservicesCollaborate within an Agile Scrum team to define and...

  • Lead Engineer Civil

    2 giorni fa

    Milan, Italia Kanadevia Inova A tempo pieno

    Job DescriptionYou lead the civil engineering scope for renewable gas (RG) or anaerobic digestion (AD) projects within the EPC civil works package in close cooperation with the Customer and Kanadevia Inova.You take ownership during the civil tender stage, civil procurement phase, and civil execution stage for design packages such as:Civil & structural...

  • Lead Engineer

    1 mese fa

    Milan, Italia Hitachi Automotive Systems Americas, Inc. A tempo pieno

    Hitachi Energy's Grid & Power Quality Solutions and Service global product group is a world-leading provider of grid connections and power quality solutions that enable our customers to build a more sustainable, flexible and secure energy system. We leverage our long-standing technology leadership, vast integration expertise, huge installed base and global...

  • Lead Engineer

    5 giorni fa

    Milan, Italia Hitachi Automotive Systems Americas, Inc. A tempo pieno

    Hitachi Energy's Grid & Power Quality Solutions and Service global product group is a world-leading provider of grid connections and power quality solutions that enable our customers to build a more sustainable, flexible and secure energy system. We leverage our long-standing technology leadership, vast integration expertise, huge installed base and global...

  • Senior Mechanical Engineer

    5 mesi fa

    Milan, Italia Arup A tempo pieno

    Senior Mechanical Engineer Milan, Italy  Shape a future with purpose at Arup in Italy. Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.  The Opportunity  In today’s world, data plays a crucial role in our everyday lives. Our work and leisure time depend on services...