Technical Support Specialist

16 hours ago


Karachi, Sindh, Pakistan VIDIZMO LLC Full time

We are seeking a skilled Technical Support Specialist to join our Customer Success Department, focused on delivering top-notch 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 globally and are recognized in Gartner's Magic Quadrant. Our systems empower customers to deliver Live as well as On-Demand Video Streaming to their audience, store and share multimedia content, and perform Video and Audio Analysis using Machine Learning.

Shift:

Mid Shift (3pm - 12am)

Job Responsibilities:

  • Serve as a technical escalation point for Tier 1 and Tier 2 support teams, helping resolve 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.


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