Zapopan, Jalisco
Job Summary
As a member of NBCUniversal’s Production Software Engineering (PSE) team, the Production & Technology Support Engineer provides hands-on operational support for virtualized production infrastructure and applications critical to live/on-air production, custom-built software, and production technology workflows. This role supports 24x7x365 systems used in newsrooms, studios, control rooms, and the field across NBCU and is expected to actively troubleshoot, drive incidents to resolution, and communicate accurate, timely updates throughout the lifecycle of an issue.
A user-focused, operationally minded engineer who is technically curious and a hands-on troubleshooter will thrive in this environment. You will prioritize work based on on-air and near-air impact, maintain composure under deadline pressure, and take ownership from initial triage through restoration and follow-up. Experience within a News or Television Production / Media & Entertainment environment and an understanding of Avid iNews, Saga story-centric workflow management, (or similar newsroom control systems), Mimir or other Media Asset Management Systems, MOS Gateways, video playback, and on-air graphics workflows are a major plus.
Key Responsibilities
Provide real-time operational support for live/on-air programming across NBCU brands and shows; prioritize and act based on on-air and near-air impact.
Own incident response during your shift: acknowledge, triage, isolate, and drive issues forward to restoration; do not wait for others to advance the work.
Perform hands-on L1–L3 support (application-dependent) for virtualized production systems and production software; use logs, monitoring, and structured troubleshooting to identify root cause candidates and recovery paths.
Maintain and validate core newsroom and control-room workflows (e.g., Avid iNews, Saga, Mimir, data receivers, MOS gateways, playback and graphics integrations) to ensure equipment and services used in live production are functioning properly.
Respond immediately to monitoring alerts and user-reported issues; engage the correct resolver groups early, but remain accountable for coordination and progress through resolution.
Communicate clearly and accurately: verify information before sharing, provide concise status updates with timestamps, and avoid relaying unconfirmed vendor/third-party updates as fact.
Provide real-time updates in incident channels (e.g., Teams, Slack,) and in the ticketing system throughout active incidents, including impact, current state, actions taken, next steps, and ETA assumptions (with confidence level).
Skill Requirements
3+ years of active, hands-on experience providing technical support in a production, broadcast, media, or other mission-critical environment (L2/L3 level experience preferred), including work with technologies such as Windows, Linux, AWS, and broadcast-specific systems (e.g., Avid MediaCentral Newsroom Management (iNews), Saga, Mimir (MAM), teleprompters, MOS devices, on-air graphics, video playback, and production control room devices).
Experience troubleshooting a broad range of applications, including those that are large-scale and mission-critical, desktop & mobile operating systems, browsers, etc.
Strong communication skills and operational discipline: provide clear, timely updates during incidents; verify accuracy before communicating; coordinate effectively across teams; and document actions and outcomes in tickets, runbooks, and knowledge articles.
Demonstrated ability to run structured shift handovers and produce clear shift reports, including documenting current impact, actions completed, outstanding risks, and specific next steps for the incoming engineer.
Knowledge of a broad range of enterprise technologies
Ability to review and interpret application, infrastructure, and service logs
Basic knowledge of AWS services (IAM, EC2, RDS, S3, etc.)
Knowledge across cloud providers (AWS, Azure, GCP) a plus
Knowledge of NoSQL data stores (DocumentDB/Open Search, MongoDB, Cassandra, DynamoDB, Couchbase, PostgreSQL, etc.) a plus
Fluent in Microsoft Office applications, including Outlook, Teams, Word, Excel, etc.
Demonstrated self-starter that can work independently and as a part of a cross-functional team
Desired Characteristics:
Possess strong hands-on, problem-solving skills with broadcast-related equipment and systems, with the ability to meet deadlines, and with an understanding of the urgent and dynamic needs of an “On-Air” broadcast facility
Experience with Avid iNews, Saga, Mimir (MAM), Saga Workflow Management/ Saga’s story-centric newsroom workflows, including multi-platform publishing and real-time rundown collaboration.
Experience with Media Management : Mimir, MAM, AI-powered metadata, Cloud-native production.
Excellent oral and written communication skills
Extremely responsive and organized; provides real-time updates during active incidents and follows through until issues are fully resolved and properly documented.
Solves problems quickly and automates processes for the future
Knows when to place a call to a user rather than continuing a long email thread
Ability to take responsibility, jump in and get things done, and be self-directed with limited supervision
Ability to balance multiple competing demands, recognize priorities and pivot activities accordingly
Ability to focus on deadlines and deliverables
Other Requirements
"Resource should be willing to work in rotational shifts (Morning/Evening/Night) as part of a 24x7x365 support model, including weekends and holidays on a roster basis."
Day Shift: 7:00 AM - 4:00 PM
Afternoon Shift: 3:00 PM - 12:00 AM
Night Shift: 11:00 PM - 8:00 AM
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