
As a Cloud Support Engineer at Red5 Cloud, you will play a crucial role in ensuring the optimal performance, reliability, and customer satisfaction of our cloud-based live video streaming services. Your responsibilities will include:
- Providing expert technical support to Red5 Cloud customers through email, chat, and other digital channels.
- Diagnosing and troubleshooting complex technical issues related to live video streaming, cloud infrastructure, and application performance.
- Collaborating with the DevOps and development teams to identify, report, and resolve product issues and enhancements.
- Developing and maintaining comprehensive documentation, such as FAQs and troubleshooting guides, to assist customers and improve self-service resources.
- Participating in on-call rotation for incident response and resolution outside standard business hours.
- Contributing to the continuous improvement of support processes and tools to enhance efficiency and customer satisfaction.
To qualify for this role, you should have:
- A Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience.
- 6+ years of experience in technical support, DevOps, or software development, preferably in a cloud computing or live video streaming environment.
- Strong understanding of cloud infrastructure (AWS, Azure, GCP) and hands-on experience in deploying and managing cloud-based applications.
- Proficiency in troubleshooting and resolving issues related to web services, APIs, and network protocols (HTTP, WebSockets, RTMP, WebRTC).
- Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
- Exceptional communication and customer service skills, with the capability to explain technical concepts clearly to both technical and non-technical audiences.
- Familiarity with software development and scripting languages (Java, JavaScript, Python, etc.).
- Self-motivated, proactive, and capable of working independently as well as part of a distributed team.
It would be a plus if you have certifications like AWS Certified Cloud Practitioner or AWS Certified Solutions Architect - Professional.,