Technical Support Engineer; Content Management - DIVA)

Telestream is a leading provider of digital media tools and software solutions for the broadcast, streaming, and media industries. We empower content creators and distributors to produce and deliver high-quality video content while optimizing operations and maximizing revenue. Our teams work diligently to innovate and support world-class services, and we are looking for a Senior Technical Support Engineer to join our support team.

Technical Support Engineer – Content Management (DIVA)

• Department:
  Support – Content Management

• Reports To:
  
  Manager, Technical Support – Content Management

• Classification:
  Individual Contributor

• Experience:
  
  Typically 3–5+ years of technical support or related experience, ideally in a B2B software, storage, or media technology environment

• Location:
  
  US Remote; global support environment

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** Work Authorization - Candidates must be legally authorized to work in the United States. This role is not eligible for employer-sponsored work authorization or visa sponsorship of any kind, now or in the future. _

Role Summary

• The Technical Support Engineer – Content Management is responsible for providing post-sales technical support to customers using Telestream’s Content Management products, with a focus on DIVA, Telestream’s video archive management platform. Customers rely on these systems to archive, protect, and retrieve their most valuable media assets across disk, LTO tape, and cloud storage. This role handles troubleshooting, issue tracking, escalation, and resolution across on-premises and cloud-connected archive deployments, maintaining clear and professional communication with customers throughout the case lifecycle.

• This is a technically oriented support role, not a call center position. The Technical Support Engineer works directly with customers to diagnose product and infrastructure issues, replicates problems in lab environments, runs database queries and reads application logs as part of the diagnostic process, and collaborates with Engineering when issues require software fixes or product changes. The role requires the ability to understand media workflows spanning multiple systems, such as asset management, storage, tape libraries, and networks, and to determine when to escalate issues to senior team members, subject matter experts, or Engineering.

• The Technical Support Engineer coordinates closely with the Professional Services (Delivery) team to manage handoffs between implementation and support, and back to Professional Services when customer issues require additional delivery engagement. This role must participate in an on-call rotation to support Telestream’s global customer base. Strong adherence to SLAs (first response and resolution times), accurate case documentation, and disciplined use of Salesforce, Jira, and Confluence are essential to this role.

Key Responsibilities

Technical Troubleshooting and Issue Resolution

• Provide technical support to customers using the DIVA platform, including its archive, restore, partial restore, copy, and delete operations.

• Diagnose and resolve issues across the archive environment, including the DIVA software, databases, source and destination storage, tape libraries and drives, cloud storage targets, and the networks that connect them.

• Troubleshoot integrations between DIVA and customer media asset management, production, and automation systems, such as Avid Interplay and other third-party applications that use DIVA’s APIs.

• Take ownership of customer issues from initial contact through resolution, including trouble ticket generation, incident diagnosis, root cause analysis, and customer communication throughout the case lifecycle.

• Replicate customer issues in lab environments to isolate root causes, using database queries,…