Video Tech Support Engineer - USDS

is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

About the team
TikTok video system is a world-leading video platform that provides multimedia storage, delivery, transcoding services. As part of the USDS, the Video Platform team is responsible for building the next generation video processing platform which provides excellent experiences for billions of users around the world.

The USDS Video Platform team is seeking an experienced Technical Support Engineer to help us continue improving TikTok's video system. As a technical expert of the TikTok video system, you will be working closely with the product R&D team and SRE team to promote continuous optimization of products, tools, and processes. If you are passionate about customer satisfaction, upholding high service quality, problem solving, and are prepared for exciting challenges, we would like you to be on our team.

Responsibilities

• Resolve customers' product technical issues, assist the frontend team, efficiently address customer problems, and improve the technical support processes.
• Collaborate with developers and solve the problems encountered by developers during integration with video services as well as the quality issues in the production service process.
• Lead team incident management, identify and escalate critical issues promptly, coordinate efforts to mitigate losses in the production systems, and follow up on post-incident reviews and optimization measures.
• Plan customer business inspection mechanisms and monitoring processes to enhance service quality sensitivity and address customer needs.
• Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process.
• Be responsible for building technical and operational knowledge bases, assist in service tool development, conduct training to empower the customer service team, and improve overall technical service efficiency.
• Empower the frontend business and support teams by enhancing their understanding of products and solutions.

Qualifications

Minimum Qualifications

• Bachelor's degree or higher in computer science or related fields
• Familiarity with public cloud, audio and video, network-related cloud products, systems, platforms, and application architecture and principles.
• Strong business understanding, problem analysis, and cross-team communication skills, capable of handling complex technical and collaboration challenges.
• Strong communication and coordination skills, proficiency in documentation, with a good sense of teamwork and collaboration.

Preferred Qualifications

• 2+ years of project management experience and background in cloud computing and technical support are preferred.
• Good knowledge of networking fundamentals and protocols (eg. TCP/IP, HTTP/HTTPS, etc.)
• Development and programming experience is preferred.
• Familiar with audio & video multimedia protocol, CDN distribution acceleration, RTC and other technologies.
• Experience in real time video streaming systems is a big plus.

Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88806 - $191520 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.