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TikTok · 3 weeks ago

Video Tech Support Engineer - USDS

Mountain View, CA

Full-time

Hybrid

Entry, Mid Level

$93K/yr - $202K/yr

2+ years exp

TikTok is a leading destination for short-form mobile video, and they are seeking an experienced Technical Support Engineer for their USDS Video Platform team. The role involves resolving technical issues, collaborating with developers, managing incidents, and improving service quality for TikTok's video system.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

No H1B

Responsibilities

Resolve customers' product technical issues, assist the frontend team, efficiently address customer problems, and improve the technical support processes

Collaborate with developers and solve the problems encountered by developers during integration with video services as well as the quality issues in the production service process

Lead team incident management, identify and escalate critical issues promptly, coordinate efforts to mitigate losses in the production systems, and follow up on post-incident reviews and optimization measures

Plan customer business inspection mechanisms and monitoring processes to enhance service quality sensitivity and address customer needs

Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process

Be responsible for building technical and operational knowledge bases, assist in service tool development, conduct training to empower the customer service team, and improve overall technical service efficiency

Empower the frontend business and support teams by enhancing their understanding of products and solutions

Qualification

Technical SupportCloud ComputingNetworking FundamentalsAudio & Video ProtocolsProject ManagementProblem AnalysisCross-Team CommunicationDocumentation ProficiencyTeamwork

Required

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 and principles

Strong business understanding, problem analysis, and cross-team communication skills, capable of handling complex technical and collaboration challenges

Strong communication and coordination skills, proficiency in documentation, with a good sense of teamwork and collaboration