Gestionnaire TI chez Pharmascience, entreprise pharmaceutique, responsable de la gouvernance des fournisseurs et contrats. Pilotage des budgets, risques, KPI et initiatives d’amélioration continue RUN.
About the role
- Senior Technical Support Specialist resolving complex platform and media workflow issues at XR Extreme Reach. Building automation and AI-assisted tooling while mentoring support teams.
Responsibilities
- Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues
- Troubleshoot distributed systems, APIs, cloud infrastructure, and internal platforms
- Perform deep log analysis, API inspection, and backend validation to identify root causes
- Own complex tickets through resolution while maintaining SLA accountability
- Partner with Engineering, DevOps, and Product teams during incidents and investigations
- Identify repetitive support tasks and design automation solutions
- Build and maintain scripts, utilities, and lightweight tools using JavaScript, Bash, SQL, or similar technologies
- Leverage AI-assisted tools to accelerate troubleshooting, automation development, and knowledge creation
- Contribute to monitoring and alerting automation using tools such as CloudWatch, Datadog, Grafana, or Zabbix
- Provide expert-level support for RESTful APIs, authentication flows, integrations, cloud platforms, Linux/UNIX, Windows servers, SQL/NoSQL databases, Postman, Git/GitLab, Jenkins, and CI/CD pipelines
- Support file processing, transcoding, and media workflows
- Assess advertising trafficking, broadcast delivery, and digital media workflows
- Troubleshoot video files and destination transcodes, including slates, SOM/EOM, captions, frame accuracy, audio mapping, and related media issues
- Validate media containers and codecs and assess technical delivery specifications
- Use media analysis and workflow tools to compare source and output files and isolate failures
- Mentor Technical Support Specialists and support their technical development
- Create and maintain technical documentation, runbooks, and troubleshooting guides
- Lead or support internal training sessions
- Participate in major incident management and provide technical leadership
- Contribute to or lead root cause analyses and post-incident reviews
- Identify systemic issues and recommend long-term corrective actions
- Support continuous improvement initiatives across support operations
Requirements
- 5+ years of experience in L2/L3 technical support, production support, technical video knowledge, or site reliability–adjacent roles
- Strong hands-on experience with Linux/UNIX systems and networking fundamentals
- Experience with REST APIs, JSON/XML, and backend troubleshooting
- SQL experience, including T-SQL, MySQL, or similar, and NoSQL concepts
- Scripting experience with JavaScript, Bash, or equivalent
- Experience with AWS and/or Azure
- Experience with monitoring, logging, and observability tools
- Familiarity with CI/CD tooling and Git
- Experience working with automation-first support models
- Strong working knowledge of video/audio codecs, containers, resolutions, frame rates, interlacing, aspect ratios, bitrates, chroma sampling, timecode, channel mapping, captions, loudness, and A/V synchronization
- Practical experience using AI-assisted development or support tools is strongly preferred
- Ability to responsibly apply AI for troubleshooting, automation, and documentation while critically validating outputs
- Experience designing or improving support automation workflows
- Exceptional problem-solving and analytical thinking
- Clear, concise communication with technical and non-technical audiences
- Ability to operate independently on high-impact issues
- Strong organization, attention to detail, and process-driven approach
- Ability to collaborate across time zones and cultures
- Calm and effective performance during incidents or outages
- Proactive, curious, and continuously learning
- ITIL certification or strong familiarity with ITSM principles is desirable
- Experience in media, broadcast, OTT, or digital content platforms is desirable
- Experience improving Zendesk or similar ticketing platforms through automation, workflows, or integrations is desirable
Benefits
- AI-assisted screening technology is used to help review resumes
- Opportunity to work on impactful products serving media and creative industries
- Global team and exposure across 140 markets
- Collaborative, creative culture
- Innovation and growth opportunities
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