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Tik Tok

Video Tech Support Engineer

• USDS

3+ months ago• San Jose, CA
Viewed on February 1, 2026
Apply on company site

About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

• Size: 5001-10000 employees
• Industry: Entertainment & Gaming, Social Media, Technology

View Company Profile:

Responsibilities:

About the team
Tik Tok video system is a world-leading video platform that provides multimedia storage, delivery, transcoding services. As part of the USDS, the Video Platform team is responsible for building the next generation video processing platform which provides excellent experiences for billions of users around the world.

The USDS Video Platform team is seeking an experienced Technical Support Engineer to help us continue improving Tik Tok's video system. As a technical expert of the Tik Tok video system, you will be working closely with the product R&D team and SRE team to promote continuous optimization of products, tools, and processes. If you are passionate about customer satisfaction, upholding high service quality, problem solving, and are prepared for exciting challenges, we would like you to be on our team.

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• By signing up, you agree to our Responsibilities
• Resolve customers' product technical issues, assist the frontend team, efficiently address customer problems, and improve the technical support processes.
• Collaborate with developers and solve the problems encountered by developers during integration with video services as well as the quality issues in the production service process.
• Lead team incident management, identify and escalate critical issues promptly, coordinate efforts to mitigate losses in the production systems, and follow up on post-incident reviews and optimization measures.
• Plan customer business inspection mechanisms and monitoring processes to enhance service quality sensitivity and address customer needs.
• Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process.
• Be responsible for building technical and operational knowledge bases, assist in service tool development, conduct training to empower the customer service team, and improve overall technical service efficiency.
• Empower the frontend business and support teams by enhancing their understanding of products and solutions.

Qualifications:

• Minimum Qualifications

• Bachelor's degree or higher in computer science or related fields

• Familiarity with public cloud, audio and video, network-related cloud products, systems, platforms, and application architecture and principles.

• Strong business understanding, problem analysis, and cross-team communication skills, capable of handling complex technical and collaboration challenges.

• Strong communication and coordination skills, proficiency in documentation, with a good sense of teamwork and collaboration.

• Preferred Qualifications

• 2+ years of project management experience and background in cloud computing and technical support are preferred.

• Good knowledge of networking fundamentals and protocols (eg. TCP/IP, HTTP/HTTPS, etc.)

• Development and programming experience is preferred.

• Familiar with audio & video multimedia protocol, CDN distribution acceleration, RTC and other technologies.

• Experience in real time video streaming systems is a big plus.

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship or any immigration-related benefits.

Job Information:

For Pay Transparency Compensation Description (annually)

The base salary range for this position in the selected city is $93480 - $201600 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Client-provided location(s): San Jose, CAJob ID: Tik Tok-7439392348172388615Employment Type: OTHERPosted: 2025-10-18T20:23:59Apply on company site

Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

Hear directly from employees about what it is like to work at Tik Tok.
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Next Up Tik Tok Client Provided Video 101:20

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Linkhttps://cdn.jwplayer.com/previews/LVcpvjZACopied

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More Videos

• 02:18Working at Tik Tok- Get Ready With Ali01:20Tik Tok Client Provided Video 100:33Client Provided Video 2 - Tik Tok02:07Working at Tik Tok
• Limitless Possibilities01:41Working at Tik Tok
• Women's Community01:31Working at Tik Tok
• Women's Empowerment01:45Working At Tik Tok
• BLXCK01:27Working at Tik Tok
• Diversity, Equity and Inclusion with BLXCK
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