#2024-O-0079 Headend Support Engineer

Headend Support Engineer (Contract)

Delhi, India (Client Site)

Who we are:

INVIDI Technologies is the world's leading developer of software transforming television all over the world. Our two-time Emmy® Award-winning technology is widely deployed by cable, satellite, and telco operators. We provide a device-agnostic solution delivering ads to the right household no matter what program or network you’re watching, how you're watching, or whether you’re in front of your TV, laptop, cell phone or any other device. INVIDI created the multi-billion-dollar addressable television business that today is growing rapidly globally.

INVIDI is right at the heart of the very exciting and fast-paced world of commercial television; companies benefiting from our software include Tata Play, DirecTV, Dish Network, and Verizon; networks such as CBS/Viacom and A&E; advertising agencies such as Ogilvy and Publicis; advertisers such as Chevrolet and Allstate.

INVIDI’s world-class technology solutions are known for their flexibility and adaptability. These traits allow INVIDI partners to transform their video content delivery network, revamping legacy systems without significant capital or hardware investments. Our clients count on us to provide superior capabilities, excellent service, and ease of use.

The goal of developing a unified video ad tech platform is a big one and the right Headend Support Engineers --like you-- flourish in INVIDI’s creative, inspiring, and supportive culture. It is a demanding, high-energy, and fast-paced environment. 

About the role:

We seek highly dedicated, motivated, and passionate Headend Support Engineers who can use the right tools to find the best solutions to problems. We embrace the Agile methodology and as part of a scrum team you will play an important role in all aspects of client support. This position is primarily responsible for onsite support of the INVIDI hardware deployed in our customer’s headend facilities and ensuring optimal operation of all aspects of the INVIDI solution.

Key Responsibilities:

• Provide on-site support and maintenance of commercial grade video equipment provided and maintained by INVIDI.  

• Perform proactive and reactive monitoring of all INVIDI equipment in the customer headend, including monitoring where available of video issues. 

• Responsible for servicing, configuring and maintaining INVIDI headend equipment as well as system failure replacements when required. 

• Provide INVIDI's customers with quick, accurate, and professional replies via ticketing system, chat, email, or phone.  

• Perform failover equipment recovery of INVIDI equipment located in the headend. 

• Create and maintain detailed inventory of all INVIDI equipment deployed. 

• Maintain a high level of customer satisfaction.  

• Develop an understanding of customer specific implementation and needs.  

• Relay customer feedback to internal teams.  

• Work closely with internal teams such as Product, Engineering, Customer Success and Customer Solutions teams.  

• Willing to work late nights up to 10pm and weekends when required. 

• Appropriately triage a given problem; isolate and escalate any deemed problem within INVIDI.   

• Conduct root-cause analysis with engineering teams to make sure that issues are resolved.  

• On-call work is required and will be compensated for separately. 

You must have:

• Fluent in English with excellent verbal and written communication skills. 

• Basic knowledge of video and audio equipment and software. 

• Experience with video monitoring or quality control is preferred. 

• Strong attention to detail and the ability to log and track information accurately. 

• Must be able to articulate technical solutions to all audiences. 

• Highly motivated and interested in customer support and customer satisfaction. 

• Ability to learn quickly and to cope with ever changing environments. 

• Desire to learn new things and perform technology research & troubleshooting. 

It would be very good if you have experience in:

• Familiarity with video advertising and ad serving. 

• Familiarity with GAM/DV360. 

• Prior experience with Video and AdTech integrations. 

• Familiarity with REST APIs. 

• Experience working in an agile environment. 

Physical requirements:

• INVIDI is a conscious, clean, well-organized, and supportive office.

• Prolonged periods of sitting at a desk and working on a computer are normal.

Note:

• Candidate must be legally authorized to work in India.

• Final candidates must successfully pass INVIDI’s background screening requirements.

Equal Opportunities and Accommodations Statement

INVIDI is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds. INVIDI is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact Human Resources by email at HR@INVIDI.com at least one week in advance of your interview.