Second-Line Support Engineer - Cloud-Native Broadcast Automation

About Radio.Cloud

Radio.Cloud is the first fully cloud-native automation platform for the radio broadcasting industry. With offices in the US, Germany, Singapore and Indonesia, we are transforming how broadcasters create, manage, and deliver their content. Our solutions are already powering over 600 leading broadcasters across Europe and the US, and we are massively growing in the US radio industry. To support this growth, we’re building our team in the States – and we’d love for you to be part of it.

This is not a typical first-level support role. We are looking for a Support Engineer who enjoys digging into complex technical cases, working closely with developers, and solving problems at their root. If you like variety, challenge, and collaboration with global teams, this role is for you.

What You’ll Do

• Act as a second-line Support Engineer for our US customers, handling escalated and complex cases.
• Investigate and troubleshoot challenging issues, often diving into log files, APIs, and workflows.
• Collaborate closely with our global development teams to resolve cases and identify improvements.
• Use your technical background to not only report issues, but also to suggest fixes or even resolve problems yourself.
• Communicate with customers in a professional, friendly, and solution-oriented way.
• Contribute to continuous improvement of our support processes and documentation.
• Document troubleshooting steps, system behaviors, and customer interactions in knowledge bases.
• Contribute to automation and tooling for support processes (scripts, monitoring, reporting).
• Monitor system health, performance, and uptime, responding proactively to alerts and incidents.
• Participate in on-call rotations for critical system support when needed.

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What We’re Looking For

Preferred Qualifications / Requirements

• Bachelor's Degree
• 2+ years of work experience with 2nd Line IT Support
• 2+ years of work experience with Software as a Service (SaaS)
• Experience of Broadcast Media Production and Distribution experience
• 2+ years of experience in technical support, IT, DevOps, or system engineering.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• Strong problem-solving skills and a passion for finding the root cause of technical issues.
• Basic programming knowledge (e.g., JavaScript) – enough to read code, understand workflows, and apply small fixes.
• Comfortable working in a remote, international environment and collaborating across time zones.
• Interest in broadcasting, audio, or media technology is a bonus but not required.

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• Experience with monitoring tools, ticketing systems, or automation scripts is beneficial.

What We Offer

• A front-row role in supporting the next generation of cloud-based broadcast technology.
• Close collaboration with world-leading broadcast engineers and cloud experts.
• Opportunities for career growth into engineering, DevOps, or product roles.
• Exposure to cutting-edge cloud infrastructure, media workflows, and SaaS platforms.
• Remote-first role – work from anywhere in the US.
• Premium health insurance benefits.
• Competitive salary with growth potential in a scaling international company.
• A collaborative, innovative culture with colleagues across the US, Europe and Asia.
• Opportunities to develop new skills, expand into DevOps, cloud infrastructure, or software engineering.
• The chance to make a direct impact on the technology stack that powers radio stations around the world.
• Regular team meetups and participation in international industry events (NAB, ibc, etc.) or in our global offices.