Contour
Tech / AI / Software
Operations&SupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Operations & Support Engineer at Contour. Skills: IPTV solutions, technical support, troubleshooting, customer service. Provide 1st/2nd Level support to the business and its customers. Providing troubleshooting assistance for IPTV products to customers via phone, email, and chat”
What You'll Achieve.
maintaining the optimal performance and reliability of Tangerine Global's systems; ensuring high-quality customer service and support; enhance operational effectiveness
Industry & Context.
Excellent troubleshooting and problem-solving skills; Combines Problem Solving and Technical Learning to efficiently resolve issues
Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require, 12-hour shifts 3 to 4 times a week, Overtime will be paid for additional hours exceeding 45 in a week
What They're Looking For.
Must Have
Associate's degree in Computer Science, Information Technology, or a related field, Excellent troubleshooting and problem-solving skills, Ability to work effectively in a team environment and communicate with customers and colleagues at all levels, organizational skills and the ability to manage multiple tasks simultaneously, Commitment to providing exceptional customer service, Combines Problem Solving and Technical Learning to efficiently resolve issues and quickly adapt to new technologies, enhancing operational effectiveness, Excels in Time Management, prioritizing tasks effectively while maintaining a Customer Focus to meet and exceed client expectations, Action Oriented, takes initiative in challenging situations, driving projects forward with energy and ensuring timely completion, Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require, 12-hour shifts 3 to 4 times a week
Nice to Have
Bachelor’s degree preferred, Experience in technical support, particularly with IPTV solutions or related technologies, is highly desirable, foundational knowledge of networking principles, IPTV technologies, and other technical systems, Prior experience working in a growing, fast-paced organization with a dynamic environment, Industry certifications in networking, systems support, or related areas are a plus
What You'll Do.
Provide 1st/2nd Level support to the business and its customers
Providing troubleshooting assistance for IPTV products to customers via phone
Monitoring IPTV services and servers to maintain overall system health
investigating errors and determining proper escalation process to internal and external teams
Performing overall system audits to ensure all functionality performs as intended for customers preemptively
providing documented confirmation of audit tasks completed at end of shift
Quality assurance on system functions for new updates implemented internally across the platforms supported
and CITRUSLink as well as being able to effectively troubleshoot these systems
Coordinating internal and external teams on technical bridges during outages
Monitoring server health and errors through our monitoring systems and alerts as well as the ability to troubleshoot those errors effectively and relaying proper information to internal teams to address accordingly as needed
Diagnosing potential server issues that include
but are not limited to
excess NIC utilization
HTTP error codes as well as IPTV service-related troubleshooting on a server by server basis
Thorough information probing
and documentation on all tickets with customers to properly isolate sources of issues and relay information to proper internal teams
How You'll Work.
Team & Collaboration
Ability to work effectively in a team environment; communicate with customers and colleagues at all levels; Coordinating internal and external teams on technical bridges during outages; relaying proper information to internal teams to address accordingly as needed; relay information to proper internal teams
Communication Scope
communicate with customers and colleagues at all levels
Full Job Description
_**About Contour**_ [Contour Software](http://contour-software.com/) has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! **About Contour **[ _Contour Software_](http://contour-software.com/) has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/cor
Applying for this Operations & Support Engineer role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Contour?
Real rants from real employees. Read before you apply.