Provide advanced technical support for media and television systems
Troubleshoot complex issues involving commercial TVs, media distribution systems, set-top boxes, and streaming devices
Serve as a technical escalation point for Tier 1 agents
Diagnose system-level issues involving network connectivity, device firmware, and media platform configurations
Coordinate with engineering or technical teams to resolve advanced issues
Provide detailed documentation of troubleshooting processes and solutions
Assist in improving support processes and knowledge base documentation

At least 3 years of experience in technical customer support
Strong experience troubleshooting television hardware and media systems
Experience supporting cable or satellite TV platforms
Strong technical troubleshooting and analytical skills
Experience working with technical escalation cases
Preferred Experience: Supporting large-scale TV deployments or hospitality TV systems / Network troubleshooting related to media systems / Background in companies such as Dish Network, Comcast, Verizon, DirecTV, or similar providers

Technical Customer Support Specialist Tier 2 – Media & TV Systems

About this role