Senior Support Engineer – Cloud Media Systems

Senior Support Engineer – Cloud Media Systems

Location: London / Hybrid
Type of role: Full Time
Department: IT & Engineering
Salary: Dependent on experience

Job description

Multi-award-winning managed service provider base is seeking an enthusiastic, technically skilled, logical thinker to join our rapidly growing team as a Senior Support Engineer – Cloud Media Systems.

Joining our small, specialist team in central London, you will be responsible for the build, configuration, maintenance, 2nd, and 3rd line engineering support of multiple cloud-based media solutions. Operating across IBM Cloud, AWS, Google Cloud Platform and our private network data centres with Equinix.

Products under your management will span from cloud infrastructure and cutting-edge Software-as-a-Service (SaaS) media applications through to data centre core networking equipment, firewalls and software-defined networks, virtual machines and hypervisors and private /public cloud Infrastructure-as-a-Service (IaaS).

This is a fantastic opportunity for a candidate looking to advance their career in the high-growth cloud and Software-as-a-Service market. You will also enjoy the challenge and role autonomy that come with helping to advance a scale-up stage company into a larger services organisation.

Role Responsibilities

• Ownership of support desk-driven engineering task management; task prioritisation and assignment of work within the engineering team.
• Ownership of our established Change Control processes.
• Reporting on support desk metrics to improve platform stability and the success of our customers.
• Provide 2nd and 3rd line technical engineering support, working in collaboration with your customer support desk colleagues, in-house engineering peers and vendor partner engineering and dev teams.
• Management of our out-of-hours support rota.
• Maintenance and security of the base platform.
• Supporting the ongoing design and implementation of cloud services through IaC (Terraform).
• Managing stakeholder communication and escalations.
• Coach and mentor junior team members.
• Provide recommendations for improvement to the leadership team.
• Identify, analyse, isolate, troubleshoot and provide detailed resolutions of complex technical issues.
• Contribute to the development and administration of disaster recovery plans.
• Produce documentation to a high standard.
• Work independently with minimal supervision and have an ability to quickly adapt in a fast-changing environment.
• Demonstrate a willingness to learn and be flexible.

Essential Skills

• Minimum seven years of experience in a Cloud Engineering or Media Engineering field.
• You will be comfortable presenting solutions both in written documents and workshops, leading discussions around public cloud solutions at a high level.
• Excellent communication skills.
• Excellent client and stakeholder management skills.
• AWS, IBM Cloud or GCP certification is desirable.

Experience with the following would be advantageous

• Proficient scripting in Python, JavaScript, NodeJS and Bash.
• SSO/MFA and AD (SAML, LDAP, OAuth2, LDAP).
• Digital Asset Management / Media Asset Management solutions.
• Accelerated File Transfer solutions.
• Transcoding solutions.
• Experience with SIEM and monitoring solutions (Datadog, Splunk etc).
• Project/Issue tracking tools (e.g., JIRA).
• Agile project management practices.

Attributes and Career Goals

• You will have strong communication skills and be a real team player, able to focus on complex tasks, whilst also maintaining regular collaboration with your colleagues across engineering, support and sales teams.
• You will have a passion for new cloud-based technologies and be excited by the prospect of working within a fast-growing business – helping to redefine the way our clients operate.
• You will be resourceful and have good problem-solving skills.
• You will work well under pressure and be well-organised and capable of meeting project deadlines and delivering work to the highest possible standard.
• You will have confidence speaking directly with clients, explaining complex concepts in easy-to-understand language.
• You will have a willingness to commit to training programs provided by the company to expand your skill set.

Benefits:

• Share Options Package
• Pension Scheme
• Staff Savings Benefits Scheme (Sodexo)
• Professional Qualification Training
• 25 days holiday PA + Public Holidays

About base

base provides integrated online media solutions to the world’s largest brands, including The Football Association, LADbible Group and Narrative Entertainment. Navigating customers on their digital transformation journey with a host of cloud-based software solutions, base removes the confusion and complexity of integrating and managing multiple clouds and software tools.

base experts identify and implement a variety of solutions, including both hybrid and full-cloud workflows. base provides award-winning cloud services to a range of clients across multiple industries. Working with base, businesses can manage, collaborate, and deliver global projects cost-effectively.

The culture at base is a core aspect of the business. The following values underpin the day-to-day working culture at the company:

• We are bold
• We are curious
• We are collaborative
• We are empathetic
• We are fair

Application Process:

Please send your resume along with a detailed cover letter setting out your work experience to careers@base-mc.com.