If you have ever watched television or enjoyed a movie on your phone or tablet, this experience was likely brought to you through an Ateme solution created by our award-engineering teams.

Ateme (PARIS: ATEME) is the global leader in video delivery, partnering with top content and service providers, and streaming platforms. Through our cutting-edge R&D and innovation, we enable clients to deliver high-quality video experiences on any device, boosting engagement and revenue.

Guided by a robust CSR policy, we are committed to make entrertainment greener, promote our employees’ well-being and ethical business practices.

At Ateme, we prioritize innovation, collaboration, empowerment, agility, and diversity.

Join our international team for an exciting journey in shaping the future of video!

We are recruiting a Support Engineer:

Key responsibilities

Support:

• Tracking and follow up of customers incidents from their submission up to their resolution on the customers side.
  
• Analysis of any technical issues.
  
• Elaborating, replicating and managing test platforms.
  
• Interoperability management.
  
• Prepare and test upgrade procedures
• Reproduce and investigate customer-reported issues within the Support Lab, following the support case protocols.
• Develop detailed replication steps and analyze the potential causes of reported issues as documented in support tickets.
• Provide support for upgrades or maintenance tasks related to bug fixes on production platforms when required.
  
• Internal support to pre sales engineers.
  
• Prepare and provide systems technical training to customers as needed.
• Participate in a 24x7 phone support rotation, providing critical assistance to customers as needed.

Administration and documentation:

• Incident tracking and management in CRM (Jira), and knowledge base.
• Create and maintain technical notes for knowledge base of our products.
• Contribute to the continual enhancement of support process.

Essential requirements:

• Bachelor’s degree in Computer Science, Engineering, or related technical fields.
• Experience in customer support and/or R&D environments is advantageous.
• Strong knowledge of technical disciplines related to the support, troubleshooting, and testing.
• Proficiency in IP Networking.
  
• Familiarity with Docker, Kubernetes, and scripting languages.
• Experience with administrative tools such as GitLab, Atlassian, Nexus, and others.
• Excellent verbal and written communication skills, with the ability to communicate effectively at all levels of the organization.
• Strong problem investigation and resolution abilities.
• Ability to work within a multi-cultural, collaborative team environment.
• Willingness to travel for customer and field visits as needed.

Nice to have:

• Knowledge of video streaming technologies, understanding of video compression standards, and OTT technologies.
  

Location:

• Hanoi, Vietnam

Type of contract:

• Employment

Benefits:

• Comprehensive private health & accident insurance: Includes annual health check-ups to ensure your well-being.
• Remote work flexibility: Options available to support work-life balance.
• Generous paid time off: Enjoy 20 days of paid annual leave to recharge and unwind.
• Continuous learning & development: Access to our technical training platform available for all Atemians, empowering you to enhance your skills and grow in your career.

We believe that great talent comes from a variety of backgrounds, and no one ever fits a job description perfectly. If you're passionate about what we do and eager to learn, we want to hear from you! Your unique experience and perspective could be exactly what we need. Don’t hesitate—apply today! 🚀

EQUAL EMPLOYMENT OPPORTUNITY

Ateme SA and all its subsidiaries respects Equal Opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.