Product Support Engineer

Join to apply for the Product Support Engineer (Tier 2) role at Softech Worldwide

Join to apply for the Product Support Engineer (Tier 2) role at Softech Worldwide

We are looking to hire Product Support Engineer (Tier 2) to join our Customer Success Department, focused on delivering technical support to Enterprise and Government customers using VIDIZMO products across SaaS, Customer's Azure & AWS Cloud, and On-Premise deployments.

We provide Video Content Management systems to Fortune 5000 companies across the globe and are recognized in Gartner's Magic Quadrant. Our developed systems empower our customers to deliver Live as well as On-Demand Video Streaming to their audience, store and share multimedia content as well as perform Video and Audio Analysis using Machine Learning.

Shift

Mid Shift (3pm - 12am)

Job Responsibilities

• Serve as a technical escalation point for Tier 1 support teams, helping resolve more advanced product and deployment issues.
• Provide technical troubleshooting and root cause analysis for application, deployment, and configuration-related issues.
• Communicate effectively with customers via calls, ticketing system, and remote sessions to provide timely resolution and guidance.
• Assist in identifying bugs, performance issues, and infrastructure bottlenecks, escalating to the engineering and product teams where needed.
• Maintain up-to-date knowledge of the VIDIZMO product suite, including architecture, features, updates, and upcoming releases.
• Help maintain internal technical documentation, runbooks, and support workflows.
• Contribute to knowledge base articles, FAQs, and other resources to empower internal teams and customers.
  
  

Required Skills

• Strong troubleshooting and analytical skills.
• Solid understanding of networking basics, operating systems (Windows/Linux), databases, and web/cloud-based applications.
• Hands-on experience with:
  • Installing and configuring OS and applications
  • Troubleshooting LAN/WAN connectivity, browser issues, and common network protocols
• Basic understanding of cloud platforms (Azure/AWS) and their core services.
• Ability to understand and explain technical concepts clearly to both technical and non-technical users.
• Familiarity with ticketing tools (e.g., Zendesk, Jira) and remote troubleshooting tools.
  

Preferred Skills

• Exposure to digital media concepts, video streaming, encoding, and content delivery networks (CDNs) is a plus.
• Ability to create basic network/system diagrams using tools like Lucidchart or Visio.
  
  

Qualification

• Bachelor's degree in Computer Science, IT, or a related field.
• Up to 2 years of professional experience in technical support, system administration, or deployment roles.
• Candidates with strong internships, freelance, or academic project experience related to system and network support are encouraged to apply.
  
  

Why Join VIDIZMO?

• Work with leading-edge technology in video content management and digital evidence handling.
• Gain hands-on experience in supporting global enterprise clients.
  
  

Be part of a supportive, collaborative team where growth and learning are constant.

Benefits: Health Insurance (OPD/IPD), Separate Maternity Cover, Paid Vacation, Car Support Program, Referral Bonus, Bi-Annual Increment. Provident Fund, Career Growth, Bonus (benefits vary based on location)

Multiple Locations:

USA, Pakistan, India, UAE, Australia, Canada

(benefits vary based on location)Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesIT Services and IT Consulting

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