Telestream

Support Engineer

• Provide post-sales technical support for Telestream’s DIVA content management and video archive platform
• Troubleshoot archive, restore, partial restore, copy, and delete operations
• Diagnose issues across DIVA, databases, storage, tape libraries and drives, cloud targets, and networks
• Troubleshoot integrations with media asset management, production, automation systems, and DIVA APIs
• Own customer issues from initial contact through resolution, including ticket generation, diagnosis, root cause analysis, and communication
• Replicate issues in lab environments using database queries, log analysis, and configuration review
• Identify failures addressable through patches, upgrades, configuration changes, or solution redesign
• Maintain SLA targets and update cases with status and next steps
• Escalate complex issues and prepare documentation for Engineering
• Coordinate handoffs with Professional Services and communicate with Sales and Renewals
• Follow Jira development tickets and collaborate with Engineering
• Participate in an on-call rotation supporting global customers
• Maintain detailed Salesforce case notes and support documentation
• Create customer-facing knowledge-base articles
• Document bugs, feature requests, and enhancements in Jira
• Communicate with customers via email, phone, and teleconferencing
• Advocate for customer needs across internal teams and follow up after resolution
• Complete product training and maintain knowledge of DIVA, media workflows, archive technologies, and relevant standards

Explore Technical Support Engineer, Content Management – DIVA at Telestream. Review requirements and application details.