Technical Support Engineer, Content Management – DIVA

Telestream

. Provide post-sales technical support for Telestream’s DIVA content management and video archive platform .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSenior💰 $95,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing post-sales technical support for DIVA content management and video archive platforms, with strong capabilities in troubleshooting, issue diagnosis, and customer communication. Proficient in managing support cases, maintaining SLA targets, and collaborating with engineering and professional services teams.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting Software ApplicationsDatabase Query SkillsExperience with Salesforce and JiraUnderstanding of Media Workflows

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingLog AnalysisDatabase QueriesScriptingSystem AdministrationTCP/IPOraclePostgreSQLAPIsMedia Workflows

Soft Skills

Strong Communication SkillsAbility to Manage Multiple CasesCustomer Advocacy

Tools & Technologies

SalesforceJiraConfluenceWindows ServerVPNTeamViewerRDP

Industry Keywords

B2B SoftwareStorage TechnologyMedia TechnologyVideo ArchivingHSM/Archive SoftwareLTO Tape LibrariesAWSAzureBroadcast StandardsContent Management Systems

Tech Stack

Tools & technologies

AWSAzureCloudDNSLinuxMS SQL ServerOraclePostgresSQLTCP/IP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience
3–5+ years of technical support or related experience in a B2B software, storage, or media technology environment
Experience troubleshooting software applications across Windows and Linux operating systems, including log analysis
Some scripting and AI prompting experience is beneficial
Experience with Windows Server environments and system administration
Understanding of TCP/IP, Ethernet, IP routing, DNS, FTP, CIFS, SAN/NAS
Experience with Oracle, PostgreSQL, or Microsoft SQL Server and query tools
Familiarity with APIs, REST services, and XML/JSON
Exposure to media workflows, video formats, or content management systems
Experience with Salesforce, Jira, and Confluence or comparable tools
Experience with VPN, TeamViewer, and RDP
Strong written and verbal communication skills
Ability to manage multiple concurrent support cases and prioritize by severity and SLA requirements
Ability to understand workflows across multiple services, platforms, and integration points
Willingness to participate in an on-call rotation
Preferred: experience with video archiving, HSM/archive software, LTO tape libraries, Fibre Channel, AWS/Azure, media technology, video production workflows, broadcast standards, or Spanish/French/Portuguese

Benefits

Comp & perks

Day-one medical, dental & vision coverage
100% company-paid life + disability insurance
401(k) with a company match up to 8%
Quarterly HSA boosts & flexible spending accounts
Flexible time off (salaried) or PTO (hourly)
Generous paid holidays
Pet insurance
Legal plan
Accident & critical illness coverage