Technical Support Specialist - Video OperationsJob briefWe are seeking a skilled Technical Support Specialist with a video engineering background to support the operational needs of both the support and video teams.This role will primarily focus on providing first-level technical support for video streaming platforms, encoders, and digital content management systems (CMS), enabling efficient content delivery and troubleshooting for broadcast and streaming services.The ideal candidate will have a deep knowledge of video CMS systems, streaming video workflows, and an understanding of the OTT landscape, with a strong ability to diagnose and resolve complex video-related technical issues.Responsibilities:Technical Support for Video OperationsAct as the primary point of contact for video streaming and CMS inquiries from station teams.Provide first-line troubleshooting support for video streaming issues on platforms such as Roku, Amazon Fire TV, Apple TV, and other OTT devices.Troubleshoot and configure streaming encoders, working directly with station engineers to resolve any technical issues.Provide aftercare support for major video streaming rollouts, ensuring smooth operations post-launch.Work with station engineers to configure, diagnose, and resolve issues related to streaming encoders and video equipment.Video Platform and Streaming ExpertiseSupport Nexstar's OTT/CTV streaming app functions and manage video CMS workflows for technologies including Video.js, AKTA, and others.Familiarize and support editorial and content publishing workflows, ensuring CMS best practices for video distribution and streaming.Work closely with video vendors to resolve issues.Help to resolve video publishing issues with publishing platforms like WordPress.Serve as a technical subject matter expertServe as the technical subject matter expert from the digital support team for video streaming support, working closely with internal teams to address streaming and encoder issues.Train support team members on video CMS and streaming support protocols, enhancing overall support efficiency.Work closely with corporate IT to ensure streaming reliability is consistent during hardware maintenance windows, upgrades, streaming OS changes, etc.Requirements3+ years of experience in technical support for video streaming or digital media.Strong background in video engineering, including hands-on experience with streaming encoders.Experience with OTT/CTV platforms, CMSs (e.g., JW Player, Brightcove, AKTA), and live streaming protocols.Excellent troubleshooting skills with a focus on video equipment, encoders, and CMSs.Familiarity with digital publishing workflows and video content management systems.Knowledge of live streaming tools such as AKTA, OBS, TVU systems, or similar video tools. (Preferred)Familiarity with OTT/CTV landscape and devices, including experience with FAST channels. (Preferred)Bachelor's degree in a relevant field. (Preferred)
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