Production Technology & Support Engineer

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 Media Asset Management, MOS Gateways, video playback, and on-air graphics workflows are a major plus. 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). Drive effective cross-team coordination during incidents (engineering, operations, IT, vendors, and production stakeholders), ensuring correct handoffs and continuous forward motion. Perform structured shift handovers: deliver a clear handoff of open incidents, degraded services, operational risks, and pending action items; ensure ownership is explicitly transferred; and publish a timely shift report with accurate status, actions taken, next steps, and relevant links/references in the ticketing and incident tools. Maintain strong ticket hygiene: accurate categorization, severity aligned to on-air impact, clear problem statements, reproduction steps, troubleshooting notes, and final resolution documented before closure. Document incidents and operational learnings through knowledge articles, runbooks, and post-incident notes; contribute to root cause analysis and follow-through on corrective actions. Execute routine system updates and security patching; coordinate planned maintenance with technology partners and validate service health after changes. Participate in operational testing and release validation with development teams; identify bugs and workflow gaps before they impact production. Participate in a rotating on-call schedule supporting on-air broadcast hotlines; must be able to respond immediately, triage accurately, communicate real-time updates, and drive incidents through restoration