About careerpulse
careerpulse is a global leader in media, entertainment, and technology, delivering world‑class content across film, television, streaming, and immersive experiences. With a portfolio that spans premium streaming services, interactive platforms, and iconic entertainment brands, careerpulse reaches audiences in more than 70 countries. Our mission is to inspire, inform, and entertain while fostering inclusive communities and driving innovation in the digital age. As a subsidiary of a major communications conglomerate, careerpulse combines deep industry expertise with cutting‑edge technology to create unforgettable experiences for viewers worldwide.
Why Join careerpulse?
At careerpulse, you’ll be part of a dynamic, forward‑thinking team that values collaboration, authenticity, and continuous learning. Our culture celebrates diversity, encourages curiosity, and rewards initiative. Whether you’re troubleshooting complex technical issues or shaping the future of streaming services, you’ll have the resources, mentorship, and autonomy to make a meaningful impact. We invest heavily in employee development, offering robust training programs, certifications, and clear career pathways that empower you to grow from a specialist to a leader.
Position Summary
The Level 2 Customer NOC Analyst is a critical member of the Media Group Technology Operations Center. You will own Tier 2 technical escalations, drive incident resolution, and partner closely with Customer Care, analytics, product, and engineering teams to ensure a seamless end‑user experience for careerpulse’s streaming platforms. This role blends deep technical troubleshooting with strong communication skills, enabling you to act as both a problem‑solver and a trusted advisor for internal and external stakeholders.
Key Responsibilities
- Technical Escalation Management: Accept, triage, and resolve Tier 2 customer‑impacted technical issues escalated from Tier 1 Contact‑Center agents, maintaining ownership from initial contact through final resolution.
- Customer Interaction: Provide live‑time support via chat, email, and phone, delivering clear, empathetic communication and ensuring customer satisfaction.
- Ticket Lifecycle Management: Accurately document, update, and close tickets in the case management system, adhering to service‑level agreements (SLAs) and internal quality standards.
- Root‑Cause Analysis: Use diagnostic tools and data sources to reproduce defects, identify underlying causes, and collaborate with product and engineering teams to implement fixes.
- Metrics & Reporting: Track performance metrics, analyze trends, and produce actionable reports that help predict future incidents and drive continuous improvement.
- Cross‑Functional Collaboration: Build strong relationships with internal partners—including Customer Care, Incident Management, Product Management, and Vendor Teams—to streamline issue hand‑offs and knowledge sharing.
- Knowledge Sharing: Serve as a subject‑matter expert, contributing to training materials, troubleshooting guides, and best‑practice documentation for Tier 1 agents.
- Process Optimization: Identify opportunities to enhance support workflows, automate repetitive tasks, and improve overall operational efficiency.
- On‑Call Support: Participate in an on‑call rotation, providing rapid response to critical incidents outside regular business hours.
Essential Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
- Proven experience on a technical support team, preferably within a streaming or digital media environment.
- Demonstrated ability to work flexible hours and respond to on‑call requirements with short notice.
- Strong analytical mindset with the ability to interpret logs, metrics, and data to diagnose complex issues.
- Excellent written and verbal communication skills, capable of translating technical concepts for non‑technical audiences.
Preferred Qualifications & Characteristics
- Hands‑on experience with streaming technologies, content delivery networks (CDNs), and video playback troubleshooting.
- Familiarity with ticketing platforms such as ServiceNow, JIRA, or similar case management tools.
- Track record of meeting or exceeding performance targets in a high‑volume support environment.
- Ability to remain calm under pressure, prioritize multiple incidents, and deliver timely resolutions.
- Strong interpersonal skills that foster collaboration across diverse stakeholder groups.
- Intellectual curiosity and a passion for improving the customer experience through data‑driven insights.
- Experience conducting root‑cause analysis and presenting findings to engineering and product teams.
- Demonstrated commitment to operational excellence, continuous learning, and team mentorship.
Core Skills & Competencies
- Technical Proficiency: Understanding of networking fundamentals, HTTP/HTTPS protocols, DNS, and video streaming standards (e.g., HLS, DASH).
- Problem‑Solving: Ability to isolate issues, reproduce defects, and propose effective work‑arounds.
- Data Analysis: Comfortable using analytics tools and dashboards to extract insights from performance metrics.
- Communication: Clear, concise, and empathetic communication with customers and internal partners.
- Collaboration: Team‑oriented mindset with a focus on building strong, trust‑based relationships.
- Adaptability: Flexibility to adjust to evolving technologies, processes, and business priorities.
Career Growth & Learning Opportunities
careerpulse invests heavily in the professional development of its employees. As a Level 2 Customer NOC Analyst, you will have access to:
- Structured mentorship programs pairing you with senior engineers and product managers.
- Paid certifications in networking, cloud platforms, and streaming technologies.
- Internal training labs that simulate real‑world incidents for hands‑on practice.
- Opportunities to transition into specialized roles such as Incident Manager, Product Support Engineer, or Technical Operations Lead.
- Cross‑functional project involvement, allowing you to influence product roadmaps and service enhancements.
Work Environment & Culture
careerpulse embraces a hybrid work model, offering fully remote positions for qualified candidates across the United States. Our teams operate in a collaborative, inclusive environment where diverse perspectives are celebrated. We prioritize work‑life balance, mental health, and employee well‑being through flexible scheduling, wellness programs, and generous time‑off policies.
Compensation, Perks & Benefits
While specific salary ranges are disclosed during the interview process, careerpulse offers a competitive total rewards package that includes:
- Base salary aligned with market benchmarks for Level 2 technical support roles.
- Performance‑based bonuses and annual merit increases.
- Comprehensive health, dental, and vision coverage for employees and dependents.
- 401(k) retirement plan with company matching contributions.
- Generous paid parental leave, vacation, and sick days.
- Employee assistance programs, mental‑health resources, and wellness stipends.
- Access to cutting‑edge technology, software licenses, and home‑office equipment allowances.
- Opportunities for internal mobility across careerpulse’s global portfolio of streaming and entertainment brands.
Eligibility Requirements
- Submit a current resume/CV through the careerpulse careers portal to be considered.
- Open to fully remote candidates residing in the United States.
- Unrestricted work authorization to work in the United States.
- Must be 18 years of age or older.
- careerpulse is an equal‑opportunity employer. We consider all qualified applicants without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, disability, veteran status, or any other characteristic protected by law.
- Reasonable accommodations are available for applicants with disabilities. Requests can be submitted through the careerpulse accommodations portal.
Application Process
Qualified candidates will be invited to complete an initial virtual interview, followed by a technical assessment and a final interview with the Media Group Technology leadership team. Successful applicants may be asked to attend an in‑person interview at an careerpulse office, if required.
Join careerpulse Today
If you are passionate about delivering exceptional streaming experiences, thrive in fast‑paced technical environments, and are eager to grow your career within a world‑renowned entertainment organization, we want to hear from you. Apply now to become a pivotal part of careerpulse’s Customer Experience Operations Center and help shape the future of digital entertainment.
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