Support Analyst II

Job Description Job Description About Southern Fibernet Corp Southern Fibernet Corp, operating under the eCommunity SFN brand, is a rapidly growing fiber optic and cable internet service provider headquartered in Atlanta, Georgia. We deliver high-speed internet and digital television services to residential and commercial customers across southern Georgia, and extend our turn-key digital TV platform to ISP partners nationwide. Our technology-forward team is expanding, and we're looking for motivated, creative, and resourceful professionals who thrive in fast-paced technical environments.

If you're energized by solving complex problems and building lasting partner relationships, we want to hear from you. Position Overview As a Support Analyst II, you will serve as a primary technical point of contact for our growing network of TV distribution partners across the country. You will be responsible for the health and performance of our digital TV delivery infrastructure — including local channel ingest, video transcoding, content caching, and site interconnection — and for guiding both new and existing partners through onboarding, configuration, and optimization.

This is a highly collaborative role that blends deep technical troubleshooting with partner-facing communication and project coordination. You'll work closely with our engineering and operations teams, and directly with partner technical leads, to ensure seamless delivery of Southern Fibernet's television services within their local markets. Key Responsibilities • Serve as the primary technical contact for TV distribution partners, providing expert system-level support and issue resolution • Diagnose, troubleshoot, and resolve issues related to local channel ingest, video transcoding, content distribution, and caching systems • Collaborate with partner engineering teams to optimize local channel encoding, ingest pipelines, and content delivery configurations • Guide new and prospective partners through the design and implementation of Southern Fibernet’s television services within their local markets • Monitor partner environments proactively to identify performance gaps and recommend improvements before issues escalate • Document technical solutions, configuration guides, and partner-specific runbooks to support knowledge sharing across the team • Coordinate with internal engineering teams to escalate, track, and resolve complex infrastructure issues • Participate in onboarding calls, technical reviews, and periodic partner check-ins to foster strong working relationships Required Qualifications • Demonstrated experience providing high-quality, business-level technical support in a customer-facing or partner-facing role • Proficiency with Linux command line tools and system administration tasks • Working knowledge of application server setup and maintenance, including web servers and database services (e.g., MySQL, Apache/Nginx) • Solid foundational understanding of IP networking principles, including switching, routing, and basic network troubleshooting • Strong written and verbal communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences • Ability to manage multiple partner issues simultaneously with a sense of urgency and strong attention to detail Preferred Qualifications • 2–5 years of experience providing technical support in a B2B or ISP environment • CompTIA A+, Network+, and/or Linux+ certifications, or equivalent degree or demonstrable hands-on experience • Experience with video encoding and decoding technologies and workflows • Familiarity with video codecs including AVC (H.264), HEVC (H.265), VP9, and AV1 • Hands-on experience with on-the-fly video transcoding and live video pipeline management • Background developing or maintaining multi-site content distribution networks (CDNs) • Exposure to IPTV architecture, OTT delivery platforms, or broadcast head-end systems • Experience working with monitoring tools (e.g., Nagios, Zabbix, Grafana) for infrastructure health tracking