Video Tech Support Engineer - USDS

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Why Join Us
Creation is the core of TikTok's purpose. Our platform 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.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.