Video Tech Support Engineer - USDS
About the position The Technical Support Engineer role at TikTok's U.S. Data Security division focuses on enhancing the video processing platform and ensuring high service quality for users. This position involves resolving technical issues, collaborating with development teams, and leading incident management to maintain the integrity of TikTok's video services. The role is integral to improving customer satisfaction and operational efficiency within the video platform team. Responsibilities • Resolve customers' product technical issues and assist the frontend team in addressing customer problems. • Collaborate with developers to solve integration issues with video services and quality issues in production. • Lead team incident management, identify and escalate critical issues, and coordinate efforts to mitigate production losses. • Plan customer business inspection mechanisms and monitoring processes to enhance service quality sensitivity. • Establish a Quality Service (QS) evaluation system to improve problem handling efficiency. • Build technical and operational knowledge bases, assist in service tool development, and conduct training for the customer service team. • Empower frontend business and support teams by enhancing their understanding of products and solutions. Requirements • Bachelor's degree or higher in computer science or related fields. • Familiarity with public cloud, audio and video, network-related cloud products, systems, platforms, and application architecture. • Strong business understanding, problem analysis, and cross-team communication skills. • Strong communication and coordination skills, proficiency in documentation, and a good sense of teamwork. Nice-to-haves • 2+ years of project management experience and background in cloud computing and technical support. • Good knowledge of networking fundamentals and protocols (e.g., TCP/IP, HTTP/HTTPS). • Development and programming experience is preferred. • Familiarity with audio & video multimedia protocol, CDN distribution acceleration, RTC, and other technologies. • Experience in real-time video streaming systems is a big plus. Benefits • 100% premium coverage for employee medical insurance, approximately 75% for dependents, and a Health Savings Account (HSA) with a company match. • Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans. • 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) and 10 paid sick days per year. • 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. • Mental and emotional health benefits through EAP and Lyra. • 401K company match, gym, and cellphone service reimbursements. Apply tot his job