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Date: Mar 6, 2018

Location: Atlanta, GA, US

Company: Weather Group

Working at The Weather Channel television network

Chances are you have watched the weather to plan your day and news information to stay updated on current events.   Chances are you didn’t realize Weather Group has some of the most advanced and innovative products in video production to bring audiences the best in weather and news information.  Now we are ready to push the envelope even further . . .  much, much further.

Weather Group is taking bold steps to shake things up, both internally and across the media industry.   As the leader in weather information and delivering award-winning AR/VR experiences; our emerging Local Now digital media brand is innovating how audiences get their national and local news.  Local Now delivers locally relevant, nationally compelling video news to communities across the country.  We are looking for talented Technical Support Engineer to join this exciting new opportunity.

Position Summary

The Technical Support Engineer is the primary contact for coordination of technical support for Weather Group Television’s Local Now OTT streaming service. Responsibilities include handling all Tier 2 support activities such as basic troubleshooting, diagnosing, and debugging of reported support issues with special emphasis on the Support Engineer taking full ownership of the resolution of all trouble tickets from creation through resolution while providing the appropriate stakeholder notifications and escalations as required throughout the duration of the trouble event in coordination with the existing Tier 1 support staff.

Essential Duties and Responsibilities

  • Troubleshoot and provide technical support for Local Now to ensure its successful 24x7 operation.
  • Monitor the daily operation of the Local Now system to ensure 99.99% up-time.
  • Make recommendations to senior staff on best practices, procedures, and tools for optimal support coverage.
  • Initiate and facilitate all conference bridge calls, prioritize and distribute calls among staff for next level escalation based on severity level and viewer impact.
  • Ensure issues are resolved and documented appropriately and detailed cause and resolution are entered into knowledge base.
  • Responsible for resolving issues and service requests within established service levels.
  • Learn and provide technical support for new technology - and also assist in the training and knowledge transfer to Tier 1 support resources to ensure that tickets are logged properly and issues can be managed more efficiently and effectively.
  • This position occasionally requires working non-standard hours and holidays and will be required to support off-hours escalation work.

Education, Experience, Certification Requirements

  • Bachelor’s Degree in computer science or related field, or its equivalent
  • 3+ years of customer support experience in a technical support environment
  • Basic troubleshooting ability with hardware and software and the ability to learn new products quickly
  • Basic knowledge of Windows and Linux OS (ssh, ftp, etc.)
  • Experience with the Zabbix monitoring tool a plus
  • Solid understanding of basic networking equipment (switches, routers, firewalls) as well as video streaming software and hardware (video encoders, streaming packagers, etc.)
  • Familiarity with content delivery networks a PLUS
  • Familiarity with delivery of video via IP multicast a PLUS
  • Prior use of an incident tracking system
  • Flexibility for overnight, weekend, and holiday work

Knowledge, Skills and Abilities

  • Uses appropriate interpersonal styles and communication methods to inspire and guide individuals and teams toward goal achievement and improving effectiveness
  • Demonstrated experience working in a technical support capacity for a large complex tech stack in a 24x7 environment
  • Demonstrated ability to multi-task and work in a high-pressure environment with a mature and calm demeanor and attention to detail
  • Strong communication skills, including the use of active listening and the ability to convey information clearly in both written and verbal communication
  • Ability to work closely with vendors and customers to define issues and business needs
  • Ability to direct and facilitate a team of technicians to provide world class customer service while working closely in a coordinated fashion with both internal and external technology resources for support and direction
  • Demonstrated ability to quickly resolve moderately to very complex issues or suggest alternative solutions
  • Superb customer service skills including the ability to understand internal and external client technical needs and expectations to build credibility
  • Uses critical thinking and decision making skills such as the ability to successfully assess options and implications in order to identify value added solutions
  • Familiar with user support best practices and procedures
  • Ability to communicate complex issues to shareholders and business staff to develop a "partnership" culture between technology and business
  • Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to their root cause
  • Self-driven with the ability to work with minimal supervision


Recruiting Firms
The Weather Channel does not accept agency/search firm referrals for this posting, or other postings, without prior written permission from The Weather Channel Human Resources. The Weather Channel is not responsible for any fees related to unsolicited resumes.

The Weather Channel operates 24 hours a day, seven days a week.  Hours worked by The Weather Channel associates will vary according to job responsibility and scheduling demands of each department.
EEOC Statement
The Weather Channel is an equal opportunity employer.  We consider applicants for all positions without regard to race, color, sex, religion, national origin, age, sexual orientation, marital or veteran status, the presence of non-job related medical condition or handicap, or any legally protected status.

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary. Any answer you give will be kept private and will not be used against you in any way. If you choose to complete this form, please follow the link below, complete the form and return to, which is a confidential e-mail in box.
Relocation Statement
Relocation costs are not provided for this job, by submitting a resume, candidates understand and acknowledge that The Weather Channel will not provide relocation assistance or support and that relocation will be entirely the responsibility of the candidate.

PLEASE NOTE:  Human Resources does NOT provide application status updates via the telephone.  Confirmation of receipt of application will be sent via e-mail once the application has been successfully submitted.

Nearest Major Market: Atlanta

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