Application Experience Specialist

WHAT YOU’LL DO

Investigate & Diagnose

• Identify and diagnose bugs across our IPTV platform. You will deep-dive into issues to find the root cause, specify clear recreation steps, and describe actual vs. expected behavior.

• Use our suite of tools including Kibana, Grafana, New Relic, Sentry, and in-house monitoring/config solutions to trace issues through the stack, from the client app to the backend.

• Leverage AI-driven detection and log-parsing tools to accelerate the identification of patterns in system failures, reducing the "Time to Diagnosis" for complex defects.

• Act as a bridge for our Client Success Management and D2C Support teams, turning vague user symptoms into detailed technical diagnoses.

• Test and verify critical bug fixes and release candidates via tools such as AppCentre to ensure "streaming stays easy" for every update.

Experience Optimization

• Support the rollout of our React Native universal app, ensuring a high-quality, consistent experience across Web, Mobile, and TV platforms.

• Act as the experience gatekeeper for new B2B partner launches, ensuring that critical user-facing issues are resolved.

• Analyze end-to-end user journeys, specifically the step-by-step flows, to identify exactly where friction occurs in the user experience.

• Work closely with Product Managers to influence the roadmap based on user pain points, ensuring that issues are prioritized alongside technical fixes.

• Review logs and session data to identify where users get "stuck." You will help us scope and implement modern tools to better visualize user behaviour.

• Propose UI/UX tweaks and logic changes that proactively improve the app's "feel" and reduce the overall volume of support tickets.

WHAT YOU’LL BRING

• 2+ years of previous experience in a technical support, customer support or application support role

• Knowledge of HLS/DASH manifest files, adaptive bitrate streaming, and video delivery pipelines

• Understanding of APIs, DNS, load balancers, CDN architecture, and HTTP status codes

• Excellent written and verbal communication skills in both German and English.

• The ability to articulate complex technical information clearly to diverse audiences.

• Familiarity with monitoring tools: Kibana, Grafana, New Relic, or similar

• Urgency and ownership when services impact real-time user experiences

• Curiosity to investigate beyond symptoms to identify true root causes and to understand why systems fail

WHAT WE OFFER YOU

• Reward: strong market competitive salary

• Recharge: 30 days vacation plus public holidays

• Regulate:trust based flexible working hours and the option for remote work worldwide for up to 8 weeks per year