Job Title: Operations Support Engineer I - Customer Support OperationsLocation: Columbia, MD or Liberty, MOReports To: Operations ManagerAbout LTN Global:LTN Global, an innovative and fast-growing live and real-time video transport service provider to the media industry, is looking for an Operations Support Engineer. LTN owns its own patented technology, deployed in a global network with data centers across the US, and in Europe and Asia. LTN provides transport for both full-time channels and occasional use events in traditional television markets, as well as digital streaming to a variety of platforms worldwide.The LTN Network is used to provide LIVE event production services for our customers. We are known for providing reliable, innovative solutions for production and exceptional customer service. Our customers rely on our expertise and flexibility, not only for content production, but added production value through additional services and distribution.Position Summary: The Operations Support Engineer will be responsible for assisting in managing and carrying out the core functions of the 24/7 Support Operations Centers located in Columbia, Maryland and Liberty, Missouri as it relates to production, transport and added-services workflows. This position supports live TV broadcast delivery for major cable networks, media contribution/distribution, content owners and sporting events. As part of the Operations organization, the Operations Support Engineer will work to bring full-time, occasional use and live event services online for customers, respond to problem tickets and escalations, complete and document thorough troubleshooting steps, escalate issues or situations as requested and/or required and will communicate with transparency and a clear passion for the Customer experience. The role requires management of multiple systems and workflows to support the growing needs of our dynamic Customer base. Any candidate must be cognizant of a 24x7x365 environment which requires a flexible approach to potential shift schedules and may involve weekends, nights and/or holidays.Essential Duties/Responsibilities:Collect logs from Customer systemsUpdate software packages for existing systemsAssemble and configure hardware interface unitsUpdate and resolve support tickets as work is completedServe as technical and Customer support for LTN's productsProvide regular updates to Support Leadership and key Company stakeholder teamsProvide proactive, honest and productive feedback related to process, training and developmentDocument actions, findings, and results within the appropriate platforms, repositories and/or trouble ticketing systemsManage systems and schedules associated with various workflows, equipment, and productionImplement and follow workflows/processes as they are developed or publishedDevelop rapport with LTN customers and communicate resolution for issues as they ariseRequirements:Bachelor's Degree (or equivalent work experience)Experience in LIVE broadcast and/or digital media industry, technologies and platformsUnderstanding of video/audio signal flow, routing, and monitoringMinimum 1-year Linux systems experienceReferenced expertise in at least one of the following areas:IP video transport (RTMP, MPEG Transport Stream, NDI, HLS)Live event broadcasts (sports, extreme sports, E-sports, corporate, etc.)Cloud platforms (AWS/Azure/GCP/IBM)Master Control services (closed captioning, ad insertion, monitoring, recording)Experience utilizing various management and communication tools (ie XYTech, Zendesk, Slack, etc.)Exceptional verbal and written communication skillsAbility to multi-task and prioritize workloads while meeting expectations and delivering results that meet Company defined SLAs and timelinesHighly organized, efficient, detail oriented and a self-starterSuperb time-management skillsFlexible and adaptable in both workflow and technological skillsWillingness and ability to learn and expand on current skills and knowledge basePositive, team-oriented mindsetPassionate about innovative solutions and customer serviceFoundational understanding of NOC associated workflows (event production, master control services, digital events, dedicated and occasional use content delivery, etc.)Must be legally authorized to work in the USMust be able to provide proof of COVID vaccinationAdditional Preferred Qualifications:Experience writing shell scripts and/or Python scripts and using regular expressionsWorking knowledge and experience with Internet protocols, TCP/IP, IP multicast Strong knowledge and experience configuring IP networks and troubleshooting in a Linux environmentExperience working for an ISP or admin troubleshooting for an enterprise networkExperience in an operational role supporting services delivered via Internet environments, platforms and networksUnix system administration / Network Administration experienceExperience with industry-standard broadcast equipment Network Operations Center and/or Customer Service experience Supervisory Responsibility:NoWork Environment:Prolonged periods sitting at a desk and working on a computerModerate noise (ie business office with computers, phones, and equipment)Ability to climb ladders, lift up to 50 pounds individually or up to 75 pounds with assistance and flexibility that allows for bending and/or squatting as requiredTravel - less than 10%