About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Siden enables airlines to deliver a living-room entertainment experience directly to passengers seat-backs, offering personalized OTT streaming, modern IPTV, and FAST channels. Its wireless technology ensures seamless, efficient content delivery in the air, while providing real-time insights into playback, usage, availability, and recommendations, empowering airlines to optimize engagement and content investment.
Position Summary:
Customer Support Engineer is customer-centric and focused on providing application-oriented support. The primary responsibility is to deliver hands-on assistance to external customers, troubleshooting, and resolving issues that impact their experience. The position requires strong communication skills to effectively engage with customers, partners, and both technical and non-technical stakeholders.
Additionally, the role involves developing support documentation, FAQs, and training materials to enhance customer self-service. The candidate will also assist in onboarding new customers and ensuring the smooth implementation of production services.
Role and Responsibilities:
- Provide technical support for all Siden customers:
- Technical questions about our services (VOD, IPTV, Photos)
- Errors or issues reported by customer staff and/or passengers
- Service impacting issues or outages
- Troubleshoot and resolve issues by communicating with our customer support organization and partners to understand, document, and analyze all available data related to technical support issues.
- Develop expertise in all Siden dashboard tools and detailed analytics.
- Use data to analyze, troubleshoot, and explain issues.Other tools: CLI, networking (e.g. wireshark), Excel
- Act as the primary point of contact and provide subject matter expertise for support escalations and ensure timely resolution.
- SME on Siden technology and how it interoperates with 3rd party technologies to deliver our services.
- Monitor system performance, proactively identify potential issues, and work to prevent downtime.
- Create and maintain documentation, including troubleshooting guides, FAQs, and best practices for customers.
- Assist in onboarding new customers and providing training on platform features and tools.
- Stay up to date on industry trends, emerging technologies, and customer needs to continuously enhance support quality.
- Collaborate with engineering, product, and SRE teams to address customer feedback and implement solutions.
Qualifications:
- Bachelor's degree in Computer Science, Engineering, or a similar discipline.
- 3-5 years experience in a similar role with hands-on experience with Linux systems (Ubuntu preferred), Docker, TCP/IP networking (TCP, UDP, HTTP, multicast, DNS).
- Experience with cloud networking (AWS, Azure, GCP) is a plus.
- Moderate knowledge and/or a strong desire to learn content distribution technologies as CDN, streaming technologies (e.g., HLS, DASH), multicast, catching technologies, and media formats (e.g., audio/video codecs, metadata, DRM)
- Soft skills: communication, empathy, and patience
Support Scenarios:
- Support Tickets/Escalations:
- VOD deliveries failed
- VOD asset won't play
- VOD delivery delayed for extended period
- Photo deliveries failed
- IPTV channel quality issues
- IPTV channel won't play
- Support Information Requests:
- How to configure parameters
- How to check progress
- Support Monitoring:
- Monitor delivery progress and key metrics
- Actively monitor SRT stream metrics.
