Title: Software Developer II – GPI/Optimus

Location: Mexico - Remote

The Job

Seeking a resourceful Device Support & Integration Engineer to join our Global Media Engine team. In this crucial role, you will be at the forefront of ensuring our video streaming platform, Max, operates seamlessly across a wide range of devices. Your focus will be on supporting the integration of new devices, building and maintaining automated diagnostic tools, triaging and resolving front-line incidents related to device playback, and ensuring the readiness of devices for our streaming service. While a foundational understanding of video playback is beneficial, your primary expertise will lie in device setup, troubleshooting, automation, and providing timely support.

You will work closely with engineering, product, and partner teams to onboard new devices, develop robust diagnostic capabilities, and act as a key point of contact for initial device-related issues. This is an opportunity to play a vital role in maintaining and expanding the reach of our streaming platform by ensuring smooth device integration and operational stability.

The Daily

• Support the onboarding process for new devices and platforms, including setup, configuration, and initial testing.
• Develop and maintain automated diagnostic tools and scripts to proactively identify and resolve device-specific issues.
• Serve as a primary point of contact for front-line incident reports related to device playback and functionality.
• Triage, diagnose, and escalate device-related incidents, working closely with engineering teams for resolution.
• Build and maintain comprehensive documentation for device setup, troubleshooting, and common issues.
• Perform thorough testing and assessment of device readiness for new software releases and platform updates.
• Collaborate with engineering teams to understand device-specific playback needs and ensure proper integration with our media engine.
• Contribute to the development of processes and best practices for device onboarding and support.
• Monitor device performance and identify trends in issues to inform proactive problem-solving and automation efforts.
• Participate in cross-functional team meetings to provide updates on device status and support activities.

The Essentials

• 2+ years of experience in a technical support, IT support, system administration, or test automation role, ideally within a software or media environment.
• Strong troubleshooting and problem-solving skills with a systematic approach to issue resolution.
• Experience with device setup, configuration, and basic testing across various platforms (e.g., smart TVs, mobile devices, streaming sticks, game consoles).
• Familiarity with scripting languages (e.g., Python, Bash) for automation and diagnostics.
• Understanding of basic networking concepts and their impact on device connectivity and streaming.
• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• A proactive attitude with a strong sense of ownership for resolving device-related issues.
• Basic understanding of video playback concepts (e.g., streaming, resolution, codecs) is a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

The Nice to Haves

• Experience with building and maintaining automated testing or diagnostic frameworks.
• Familiarity with bug tracking and incident management systems (e.g., Jira, ServiceNow).
• Comfort with non-English languages such as Spanish, French, Dutch, Turkish, etc. to ease support of international device integration.
• Experience supporting streaming media devices or applications.
• Knowledge of device logging and remote debugging techniques.
• Experience working with cross-functional engineering teams.
• Certifications in IT support or related areas.