Witness the evolution of TV! TVWorks connects living rooms with new and exciting broadband services. We are hard at work providing software to the largest digital TV cable operators in North America, helping them develop the next generation of interactive TV applications. Our software enables a variety of sophisticated services such as Video on Demand, Personal Video Recorders, Electronic Program Guides, Enhanced Programming, Interactive Advertising, Portals, and Games. Help bring viewers an advanced television experience with software and services from TV Works.
Headquartered in Mill Valley, CA (5 minutes north of the Golden Gate Bridge), TVWorks can be reached on the Internet at www.tvworks.com
We have an incredible culture and environment at TVWorks. We are part of a joint venture between Comcast Corporation and Cox Communications, two of the largest cable operators in the world. As Comcast employees, we are provided with excellent compensation, benefits, stock grants, an incredible vacation/time off plan (30+ days a year!) and other great perks including FREE Comcast cable/internet services for all employees in Comcast service areas. Plus, it is a really great place to work!
TVWorks is looking for a Technical Support Representative (TSR) to join its Technical Support and Operations (TSO) team. In this position, you will be part of a team responsible for providing 24x7 technical support to external customers of our iTV digital application systems and daily operational support to internal engineering groups.
The TSO group administers the production server environment and manages deployment of hardware and software into Production. The TSO TSR will be responsible for installation, configuration, monitoring, and troubleshooting of various server applications of the Production environment. The TSR will diagnose, replicate and troubleshoot application issues received from the field, tracking progress and trends. This individual will be responsible for documentation pertaining to deployment and administrative processes and will participate in an on-call support rotation. The TSR will also work closely with engineering to coordinate software and hardware evaluation, integration testing and release.
Responsibilities:
Provide 24x7 support for production Web and database servers (on call 1 week per month)
Install, configure, maintain, and support web servers, application servers, and third-party software
Troubleshoot sophisticated system problems, analyze system and application log files
Evaluate application, hardware, and network resource consumption, identify bottlenecks, and make recommendations on performance improvements
• Develop support processes as needed
Interface with internal groups and partners on design issues and technical integration of content and services.
Track and update calls in ticket system for customer satisfaction and management metrics
Work and communicate with others (including the customer) to identify, document, and resolve root cause of problems in a timely manner
Qualifications:
Required Experience:
Experience with J2EE, Java, and/or JavaScript applications
• Familiarity with XML
• Proficiency with Linux (Red Hat preferred), SunOS/Solaris
• Understanding of network concepts (TCP/IP, DNS, DHCP, NFS, TCP/UDP, Load Balancing devices, and Cisco router/firewalls)
Excellent logical problem solving skills
• Excellent customer service, interpersonal and communication skills
Experience providing customer facing support, telephone support
Strong aptitude for working on multiple projects in fast-paced environment
Preferred Experience:
• PERL scripting
• Shell scripting
Dell Hardware
Experience with RAID systems, Rack mount server systems, etc.
Experience with server class hardware in Co-location, Production and Staging environments
Interactive television middleware and set-top box architecture experience a plus.
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