Technical Support Engineer

The customer-based and customer-directed Technical Support Engineer - Video Headend Services provides dedicated operational, out-of-hours, and on-call support for Video Headend Engineering (VHE) services, ensuring service continuity, rapid incident response, and effective escalation management across critical broadcast and video delivery platforms.

The role supports a complex broadcast and video ecosystem that includes contribution, encoding, transcoding, multiplexing, monitoring, encryption, IPTV, OTT, and disaster recovery services. The Technical Support Engineer works closely with Network Operations Centre (NOC) teams, Service Desk personnel, incident managers, broadcasters, suppliers, vendors, and internal engineering teams to restore services quickly and maintain high levels of operational availability.

Key Responsibilities

The Technical Support Engineer - Video Headend Services will be responsible for:

• Providing dedicated operational and technical support for all Video Headend Engineering-related services and platforms.
• Responding to 24/7 on-call activations initiated by the NOC, Service Desk, incident managers, automated monitoring systems, equipment alerts, or service alarms.
• Investigating, troubleshooting, and coordinating the resolution of incidents affecting:
• Video headend platforms
• Contribution feeds
• Encoding and transcoding systems
• Multiplexing environments
• Encryption and conditional access platforms
• IPTV services
• OTT and ABR delivery platforms
• Supporting on-demand activation of disaster recovery workflows, including migration to alternative contribution feeds, cloud playout environments, and backup service paths.
• Monitoring service performance using operational monitoring tools, probes, and analytics platforms to identify service degradations and performance issues.
• Taking ownership of incidents through to resolution, ensuring timely communication with all stakeholders.
• Escalating complex technical issues to engineering teams, vendors, broadcasters, or third-party suppliers while maintaining overall incident ownership.
• Ensuring accurate documentation of incidents, troubleshooting activities, corrective actions, escalations, and service outcomes.
• Supporting planned migration activities from legacy platforms to newer vDCM and next-generation video delivery technologies.
• Participating in operational reviews and contributing to service improvement initiatives.
• Supporting change implementation activities where required and ensuring operational readiness for service-affecting changes.
• Maintaining awareness of platform architecture, operational procedures, and customer-specific requirements.

Technical Knowledge and Experience

The successful candidate should possess a strong understanding of video headend operations and demonstrate the willingness to further develop expertise across the customer environment.

Essential Knowledge

• Video contribution technologies including:
• Satellite contribution
• IP contribution
• SRT contribution
• SDI
• ASI
• IPTV architecture and multicast delivery workflows.
• OTT and Adaptive Bitrate (ABR) streaming technologies.
• Video multiplexing, feed normalisation, service packaging, and stream management.
• Encoding and transcoding technologies, including third-party encoder platforms such as ATEME.
• Synamedia DCM and vDCM platforms, particularly within multiplexing and migration environments.
• Encryption, conditional access, and content protection technologies, including Verimatrix.
• Service monitoring tools and probes, including:
• BridgeTech
• Skyline DataMiner
• Operational support of VSPP and Velocix platforms where applicable.
• MPEG transport streams and video compression technologies.
• Strong understanding of IPTV and OTT broadcast environments, including the ability to:
• Diagnose ETR 290 transport stream issues
• Identify root causes
• Recommend and implement appropriate resolutions

On-Call and Support Model

• The role forms part of a dedicated support team providing operational coverage for Video Headend Engineering services.
• Participation in a 24/7 on-call rota is required during assigned support periods.
• Duty rota handovers take place every Tuesday at 08:00.
• The current support pool consists of four engineers, with each engineer typically covering one week in every four.
• Typical weekly call-out volumes range between 0 and 10 incidents.
• Engineers should expect approximately 2 to 3 automated overnight call-outs per week during duty periods.
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