Technical Support Engineer

2 weeks ago

United Kingdom Infinite Reality Full time

(Please note this role will involve being on call at weekends and evenings)


About the Company


Infinite Reality (iR) is an innovation company powering the next generation of digital media and ecommerce through AI and immersive technologies. iR’s virtual worlds enable brands and creators to fully control how they distribute content, engage audiences, and monetize their creations while acquiring more powerful data on their customers. With deep expertise in Hollywood production, Web3 and XR, iR is redefining the infinite possibilities of connected digital environments in the modern age. iR’s portfolio of brands includes the spatial computing and AI platform, Infinite Reality Engine, the world’s premier, professional drone racing property, Drone Racing League, XR production facility Thunder Studios, creator talent management firm TalentX, and digital marketing agency Fearless Media. The company is backed by an impressive roster of investors including RSE Ventures, Liberty Media, Lux Capital, Lerer Hippeau, MGM, CAA, T-Mobile Ventures, Courtside VC, Exor, Terracap, IAC, Live Nation, DJ and producer Steve Aoki, rock band Imagine Dragons, NBA player Rudy Gobert, Interscope Records, and more.


About the Role


Infinite Reality is looking to bring in Technical Support as part of their Enterprise Solutions Team. As part of the Delivery and Production team, you will have the opportunity to work in a challenging and engaging environment. The Technical Support member will play a critical role in ensuring our clients receive the best experience in their immersive experience by troubleshooting real time problems with speed and effectiveness.



Responsibilities


  • Client satisfaction: ensure clients receive professional and timely solutions that meet service levels. Be the “go-to” from the moment a bug is found until resolution. Ultimately, be a pro-active customer advocate and ensure live issues affecting end users are being followed up on and resolved
  • Coordinate internal solutions: collaborate with the tech and creative departments to ensure we find optimal resolution(s)
  • Identify, communicate, and remove roadblocks for the product to ensure bugs are fixed for all clients
  • Improve upon the existing media processing/delivery system



Required Skills


  • Strong problem-solving skills with the ability to quickly assess and triage technical issues, particularly at L1 and L2 support levels.
  • Excellent written and verbal communication skills, with experience managing internal and external stakeholders.
  • Proactive communication and coordination across departments and time zones.
  • Strong time management and task-tracking abilities.
  • Analytical thinking and a detail-oriented approach to managing complex technical problems.
  • Familiarity with ITIL Foundation principles and practices is a plus.



Technical Requirements and qualifications:


  • Understanding of video/audio processing and delivery
  • live streaming and VOD playback
  • ffmpeg
  • ingest (SRT, RTMP, etc.)
  • Encoding/Trans-Coding (HLS, DASH, etc.)
  • Familiarity with AWS and GCP, Unity and Unreal engines, mobile app (iOS and Android), Backend (Firebase), Addressables, and Video Chat (live kit)
  • Experience with Infrastructure as Code Tools a bonus (terraform, aws cli, gcloud cli, etc.)
  • Proficient using linux systems
  • Experience with Jira, Confluence, and Google.


We’re looking for more forward-thinking and collaborative people to be a part of our innovation

journey and mission to push the boundaries of technology. If you’re ready to help us achieve this

vision — we’d love to hear from you At Infinite Reality, we're looking for people invigorated by

our values and drive to change the world, not just those who simply check off boxes.


Infinite Reality embraces a diversity of backgrounds and experiences and provides equal

opportunity for all applicants and employees. We strive to build a company that reflects a global

audience

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