{"id":2645772,"url":"https://alion.io/job/telestream-technical-support-engineer-content-management-diva","title":"Technical Support Engineer (Content Management - DIVA)","company":{"id":58846,"name":"Telestream","domain":"telestream.com","url":"https://alion.io/company/telestream","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":146000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":91},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"DNS","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"MS SQL","optional":false},{"name":"Oracle","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Replicate","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-10-15T20:04:58Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T20:04:58Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Telestream is a leading provider of digital media tools and software solutions for the broadcast, streaming, and media industries. We empower content creators and distributors to produce and deliver high-quality video content while optimizing operations and maximizing revenue. Our teams work diligently to innovate and support world-class services, and we are looking for a Senior Technical Support Engineer to join our support team.\nTechnical Support Engineer - Content Management (DIVA)\nDepartment: Support - Content Management \nReports To: Manager, Technical Support - Content Management \nClassification: Individual Contributor \nExperience: Typically 3-5+ years of technical support or related experience, ideally in a B2B software, storage, or media technology environment \nLocation: US Remote ; global support environment \n**Work Authorization - Candidates must be legally authorized to work in the United States. This role is not eligible for employer-sponsored work authorization or visa sponsorship of any kind, now or in the future.\nRole Summary\nThe Technical Support Engineer - Content Management is responsible for providing post-sales technical support to customers using Telestream’s Content Management products, with a focus on DIVA, Telestream’s video archive management platform. Customers rely on these systems to archive, protect, and retrieve their most valuable media assets across disk, LTO tape, and cloud storage. This role handles troubleshooting, issue tracking, escalation, and resolution across on-premises and cloud-connected archive deployments, maintaining clear and professional communication with customers throughout the case lifecycle. \nThis is a technically oriented support role, not a call center position. The Technical Support Engineer works directly with customers to diagnose product and infrastructure issues, replicates problems in lab environments, runs database queries and reads application logs as part of the diagnostic process, and collaborates with Engineering when issues require software fixes or product changes. The role requires the ability to understand media workflows spanning multiple systems, such as asset management, storage, tape libraries, and networks, and to determine when to escalate issues to senior team members, subject matter experts, or Engineering. \nThe Technical Support Engineer coordinates closely with the Professional Services (Delivery) team to manage handoffs between implementation and support, and back to Professional Services when customer issues require additional delivery engagement. This role must participate in an on-call rotation to support Telestream’s global customer base. Strong adherence to SLAs (first response and resolution times), accurate case documentation, and disciplined use of Salesforce, Jira, and Confluence are essential to this role. \nKey Responsibilities\nTechnical Troubleshooting and Issue Resolution\nProvide technical support to customers using the DIVA platform, including its archive, restore, partial restore, copy, and delete operations. \nDiagnose and resolve issues across the archive environment, including the DIVA software, databases, source and destination storage, tape libraries and drives, cloud storage targets, and the networks that connect them. \nTroubleshoot integrations between DIVA and customer media asset management, production, and automation systems, such as Avid Interplay and other third-party applications that use DIVA’s APIs. \nTake ownership of customer issues from initial contact through resolution, including trouble ticket generation, incident diagnosis, root cause analysis, and customer communication throughout the case lifecycle. \nReplicate customer issues in lab environments to isolate root causes, using database queries, log analysis, and product configuration review as part of the diagnostic process. \nIdentify hardware and software failures that can be addressed through patches, upgrades, configuration changes, or solution redesign, and document findings clearly for Engineering. \nMaintain strong adherence to SLA targets for first response and resolution times, ensuring service objectives are consistently met. \nReview assigned cases daily, update each with current status and next steps, and keep customer communication timely and clear. \nEscalation and Cross-Team Coordination\nDetermine when to escalate issues to senior staff or subject matter experts within the support team based on complexity, severity, or product area expertise. \nPrepare clear, well-documented escalation packages for Engineering when issues require software fixes or product changes, including steps to reproduce, error reports, log data, configuration files, and environmental details. \nCoordinate with the Professional Services (Delivery) team to manage handoffs between implementation and support, ensuring customers experience continuity when transitioning between teams. \nFollow associated Jira development tickets, follow up with Engineering when progress stalls, and provide logs, configuration files, or other data as requested. \nCommunicate with Sales and Renewals teams regarding licenses, expired support, or project-related issues. \nCollaborate with teammates (including through Microsoft Teams) to share knowledge, assist on complex cases, and contribute to collective troubleshooting efforts. \nOn-Call Support\nParticipate in an on-call rotation to provide support outside of standard business hours based on the needs of Telestream’s global customer base, many of whom run 24x7 broadcast and media operations. \nRespond to urgent issues during on-call periods with appropriate prioritization, diagnosis, and escalation based on severity and customer impact. \nDocumentation and Knowledge Management \nMaintain accurate, detailed case notes in Salesforce for every customer interaction, ensuring the case record reflects current status, troubleshooting steps taken, and resolution details. \nWrite and maintain documentation concerning support processes, internal tools, known issues, and workarounds. \nContribute to the customer-facing knowledge base, creating articles that enable customer self-service and reduce repeat case volume. \nDocument and track issues in Jira, including bug reports, feature requests, and enhancement suggestions surfaced through customer support interactions, and follow up with Engineering on progress. \nCustomer Advocacy and Communication\nCommunicate clearly and professionally with customers via email, phone, and teleconferencing, maintaining a patient and solution-oriented approach throughout the support engagement. \nAdvocate for customer needs internally to management, Sales, Solutions Engineering, Product Management, and Engineering, ensuring customer feedback and recurring issues are visible to the appropriate teams. \nInitiate follow-up communication with customers after issue resolution to confirm satisfaction and ensure the solution is stable. \nContinuous Learning and Readiness\nComplete product training and build working knowledge of DIVA, including new releases, features, deployment models, and integration capabilities. \nStay up to date with evolving industry technical standards, media workflows, archive storage technologies (including LTO tape and cloud storage tiers), and technology developments relevant to the products supported. \nParticipate in internal training, product certifications, and knowledge-sharing sessions to maintain and deepen technical expertise. \nRequirements\n Required Qualifications\nBachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience. \n3-5+ years of technical support or related experience in a B2B software, storage, or media technology environment, with a focus on enterprise-level product support rather than call center operations. \nExperience troubleshooting software applications across Windows and Linux operating systems, including log analysis. Some scripting and AI prompting experience is beneficial. \nExperience with Windows Server environments and system administration. \nSolid understanding of networking fundamentals and protocols (TCP/IP, Ethernet, IP routing, DNS, FTP, CIFS) as they apply to media technology deployments, including storage systems (SAN/NAS). \nSome experience with databases (Oracle, PostgreSQL, Microsoft SQL Server) and query tools. \nFamiliarity with APIs, REST services, and metadata formats (XML/JSON). \nExposure to media workflows, video formats, or content management systems. \nExperience with Salesforce (Service Cloud or similar), Jira, and Confluence, or comparable CRM, ticketing, and documentation tools. \nExperience with remote access tools (VPN, TeamViewer, RDP). \nStrong written and verbal communication skills, with the ability to articulate technical issues and solutions clearly to both technical and non-technical audiences. \nDemonstrated ability to manage multiple concurrent support cases, prioritize based on severity and SLA requirements, and work with moderate supervision. \nAbility to understand workflows spanning multiple services, platforms, and integration points, and to extract key facts for clear error reporting and escalation. \nWillingness to participate in an on-call rotation to support Telestream’s global customer base. \nPreferred Qualifications\nExperience with video archiving or data archive and storage management products such as DIVArchive, DIVAnet, or DIVAdirector, or similar HSM and archive software. Experience with related legacy archive products such as Kumulate, MassStore, or FlashNet a plus. \nExperience with LTO tape libraries (IBM, Spectra Logic, Oracle) and tape drive troubleshooting. \nExperience with Fibre Channel infrastructure, including switches and HBAs. \nCloud knowledge is helpful, such as AWS and Azure. Understanding cloud storage tiers and egress costs is a plus. \nExperience supporting media technology, video processing, or workflow automation products, or integrations with media asset management (MAM) systems. \nKnowledge of video production workflows, captioning, and timecodes. \nAwareness of broadcast technical standards and regulatory bodies. \nMultilingual capability (Spanish, French, Portuguese) is advantageous. \nBenefits\n Perks That Power Your Life\nWe offer a comprehensive package designed to support your health, financial security, and work-life balance. Our benefits are built to keep you healthy, supported, and free to do your best work.\n Day-one medical, dental & vision coverage \n 100% company-paid life + disability insurance \n 401(k) with a sweet company match (up to 8%) \n Quarterly HSA boosts & flexible spending accounts \n Flexible time off (salaried) or PTO (hourly) + generous paid holidays \n Pet insurance (yes, your dog gets benefits too) \n Legal plan + extras like accident & critical illness coverage\nTelestream is committed to a fair and transparent hiring process. We do not use artificial intelligence (AI) to screen, evaluate, or make selection decisions about applicants. All applications are reviewed by our recruiting team and hiring managers to ensure each candidate receives thoughtful, human consideration based on their qualifications and experience.","description_format":"text","description_chars":11209,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Flexible time off"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Streaming & OTT Platforms","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-15T20:04:58Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:2","win:early"],"computed_at":"2026-10-15T22:49:38Z"},"pay":null,"html_url":"https://alion.io/job/telestream-technical-support-engineer-content-management-diva","json_url":"https://alion.io/job/telestream-technical-support-engineer-content-management-diva.json","meta":{"generated_at":"2026-10-15T22:49:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34683,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58846},"rest":"https://alion.io/mcp/rest/get_company?id=58846"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftelestream-technical-support-engineer-content-management-diva"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftelestream-technical-support-engineer-content-management-diva"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftelestream-technical-support-engineer-content-management-diva"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/telestream-technical-support-engineer-content-management-diva\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftelestream-technical-support-engineer-content-management-diva"}]}