Participate in Factory Acceptance Tests, system integration, and end-to-end testing.
Lead on-site deployment and integration activities with customer technical teams.
Coordinate and deliver software updates, patches, and new feature rollouts.
Prepare and deliver technical training sessions for key customers.
Ensure proper project closure and maintain accurate and up-to-date system documentation.
Act as the primary point of contact for customers under support contracts, managing all operational and escalation processes.
Serve as an interface between customers and internal teams, ensuring effective communication and timely issue resolution.
Develop and implement preventive maintenance strategies, including maintenance plans and health checks.
Take ownership of corrective actions and service level fulfillment, ensuring customer commitments are met.
Coordinate support coverage with third-party vendors and partners as needed.
Maintain up-to-date case tracking in JIRA and ensure effective escalation management (R&D, Product Management, or Top Management when required).
Lead technical support activities on managed accounts in close coordination with internal teams.
Set up and manage test and replication platforms to reproduce and diagnose issues.
Oversee RMA (Return Material Authorization) processes.
Provide on-site technical expertise during project or support phases when required.

Bachelor’s or Master’s degree in Computer Science, Electronics, Telecommunications, or a related technical field.
6-8 years of experience in a technical support, system integration, or broadcast/video delivery engineering role.
Strong command of Linux and IP networking.
Experience with video compression, streaming, or CDN systems.
Working knowledge of virtualization and cloud environments.
Excellent customer communication and problem-solving skills.
Strong sense of ownership, autonomy, and accountability.
Ability to coordinate across teams (Sales, R&D, Product, and Support).
Fluent in English, both spoken and written.
Ability to travel especially in South-East Asia (1 or twice a month)

Deployment & Support Engineer

Key skills