Lead Support Engineer

Is this you?

MAKE THINGS HAPPEN:

Are you ready to unleash your potential? We're on the lookout for driven individuals who thrive on setting ambitious goals, taking ownership, and working with a relentless sense of urgency to achieve remarkable results.

NO EGO:

Our company embraces a culture of humility at all levels. We value collaboration, and making decisions that benefit the greater good. We appreciate individuals who bring honesty, respect, and professionalism to the table. We work shoulder to shoulder because we’re re-thinking TV together! 

HOW GENUINE PASSION:

Passion is the secret ingredient to our success! We're searching for people who are not just passionate, but genuinely obsessed with their work. If you're the type to devour the latest articles, spend your free time researching and taking courses, and constantly seek ways to grow and learn, then you'll fit right in. Our passionate individuals learn fast, work hard, and inspire those around them with their positive energy.

Culture and environment are at the heart of our ethos. If the above resonates with you, keep reading because we believe you could be a perfect addition to our incredible team!

Company Overview:

We are a new and innovative CTV OS challenging the status quo by working with a market leading OEM to provide content discovery for streaming platforms, as well as integrating FAST channels alongside traditional broadcast TV channels. We are gearing up for rapid expansion across European markets. 

About the Role:

We are looking for a highly skilled and proactive Lead Support Engineer to join our team in overseeing the app onboarding process and providing technical expertise for key global app integrations on TitanOS. This role will involve working closely with prominent app providers, such as AppleTV, MAX, and Spotify, as well as ensuring that apps meet TitanOS platform specifications, performance standards, and certification requirements. You will play a critical role in making the onboarding process easier and more efficient, supporting app providers, resolving complex technical issues, and providing strategic input on future platform requirements.

Key Responsibilities:

Premium App Onboarding & Technical Support:

• Key Technical Contact: Serve as the primary technical point of contact for key global app providers (e.g., AppleTV, MAX, Spotify) during their integration with TitanOS, ensuring successful app onboarding and resolving complex technical challenges.
• 2nd Line Support: Provide expert-level 2nd line support for any technical questions or issues raised by app providers that cannot be addressed by the support team. Analyze app-related issues to determine whether the problem is app-specific or related to TitanOS or TV hardware.
• Issue Diagnosis: Analyze and troubleshoot issues encountered by key apps, identifying whether the problem lies with the app itself, TitanOS, or the TV hardware/platform.

Streamlining the Onboarding Process:

• Efficient Onboarding: Design and implement processes and tools that make the onboarding of apps onto TitanOS devices as easy and efficient as possible, including legacy Philips devices.
• Debugging & Inspection Tools: Develop solutions that allow app developers to debug and inspect their applications, with or without access to TitanOS devices.
• Feature Parity: Ensure feature parity between TitanOS and other web-based operating systems, so developers have a seamless experience when bringing their apps to our platform.
• Key Mapping & App Control: Provide functionality for remote control (RC) and on-screen keyboard (OSKB) key mapping, as well as ensuring deep linking functionality across third-party apps.
• Frameworks & Templates: Create templates, frameworks, and code examples for app developers to ensure alignment with TitanOS, such as integrating spatial navigation and supporting automation in app testing.

TitanOS Certification & Platform Requirements:

• Certification Compliance: Lead the efforts to ensure that apps meet TitanOS certification requirements, including playback performance, RC key handling, and more, across future generations of TitanOS platforms.
• Platform Validation Tools: Develop and maintain testing tools that validate TitanOS platforms, ensuring app compatibility and adherence to specifications for playback, performance, and other key functionalities.
• Market & Competitive Analysis: Stay informed on market trends and competition to advocate for app provider needs in the next generation of TitanOS platforms. This includes shaping platform specifications around requirements such as DRM support, OSKB handling, and potential features like portrait mode.

App Maintenance & Community Development:

• Ongoing App Maintenance: Develop and set up automated testing and alerting systems to monitor the ongoing performance and compatibility of onboarded apps throughout their lifecycle on TitanOS.
• Developer Community: Maintaining and further growing a developer community , providing resources, support, and engagement for app developers integrating with TitanOS.

Requirements:

• Experience: Minimum 5 years of experience in technical support, systems integration, or engineering, with a strong focus on Smart TV platforms, app onboarding, and integration.
• Technical Expertise: Expertise in Smart TV development frameworks (e.g., Android TV, Tizen, WebOS) and app integration for connected devices. Proficient in programming languages such as Java, Kotlin, C++, or Python.
• Problem-Solving: Strong troubleshooting skills with the ability to resolve complex integration issues, determine root causes, and provide timely solutions for key apps on the TitanOS platform.
• Cross-Functional Collaboration: Ability to collaborate with internal engineering, QA, and product teams, as well as external app developers, to ensure smooth onboarding, integration, and certification of apps.
• Platform Knowledge: In-depth knowledge of TitanOS and how apps interact with the platform’s hardware, APIs, and OS features.
• Attention to Detail: Strong attention to detail to ensure that apps function correctly across various TitanOS-powered devices and that onboarding tools meet developer needs.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
• Automation & Tools Development: Experience in developing and maintaining automated testing tools and monitoring systems for apps.

Preferred Qualifications:

• Experience with TitanOS or similar Smart TV operating systems.
• Familiarity with third-party app integration on platforms such as Android TV, Roku, and Apple TV.
• Experience working with DRM systems, video streaming protocols, and OTT platforms.
• Knowledge of UI/UX standards for Smart TV and app development.
• Familiarity with Agile methodologies and CI/CD pipelines.

Reasons to apply:

• Change the future of TV! A unique opportunity to join a well-funded, high growth company in the early stages to help to shape a product/business that will impact millions.
• Opportunity to work outside of your comfort zone & develop professionally in an exciting & rapidly growing video streaming industry.
• Work in a diverse & international environment