Senior Software Triage Engineer

Role/Team overview

The Global RDK Field Triage Team within the RDK development team plays a critical role in ensuring the quality and reliability of these products. The team supports software deployment on CPE (Customer Premises Equipment) devices, collaborates with the release and engineering teams during integration, and leads issue investigation and live data monitoring. Our mission is to ensure optimal product performance and customer satisfaction. This role involves close collaboration with colleagues across the UK, India, and the US, offering a dynamic and truly international working environment.

What you'll do

• As a key engineer of the team, you will be responsible for leading on-time, high-quality releases across a large number of devices.
• You will also be responsible for the complete release quality and triage lifecycle, which includes deployment, triage, mitigation, and tool development for software release operations. The position will require daily collaboration with the Development, Release, and QA teams.
• You will assess and ensure the release quality of the RDK software with Key performance metrics as well as incidents from the field.
• Also, identify new tools, processes, etc., necessary to improve the software release triage engineering process.
• You will manage risks and resolve issues that affect release scope, schedule and quality.
• Investigate customer-impacting field issues, identify root cause, and guide development teams toward the right fix.
• Use strong problem-solving and debugging skills to isolate faults and resolve issues quickly.
• Monitor business intelligence and telemetry dashboards to catch emerging customer issues early and act on them.
• Collaborate closely with internal engineering teams and external partners, communicating findings clearly.
• Contribute to and follow Agile development practices.
• Stay current with new tools, technologies, and best practices across development, data analysis, cloud platforms, and monitoring.
• Help scope requirements and contribute ideas to improve triage tooling and workflows.
• Support and mentor teammates, sharing knowledge and best practices as you grow.

What you'll bring

Essential Criteria:

• Experience in software engineering, systems debugging, or technical support, with a strong problem-solving mindset.
• Experience with Linux and at least one programming language (C, C++ or Python).
• Experience working with networking & video/digital TV concepts (WiFi, broadband, or video technologies a plus).
• Exposure to data analysis or monitoring tools (e.g., Elastic, Splunk, Datadog, or similar) is a plus.
• Understanding of software development practices, version control, and Agile methodologies.
• Strong communication skills and the ability to work well with cross-functional and global teams.
• A curious, adaptable mindset - comfortable learning new tools and technologies on the job.

Benefits and perks

• Free Sky TV or NOW package, including Sky Sports and Sky Cinema.
• Pension package with up to 9% employer contribution.
• Private healthcare with mental health support.
• Aviva Digital GP and dental insurance.
• Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect.
• Tech schemes.
• A range of Sky VIP rewards and experiences.

How you'll work

We've adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are 2 days in the office per week. (Typically, Tuesday's and Wednesday's)

Your office base

Osterley - Our Sky Group HQ. Equipped with state-of-the-art technology and workspaces, there's plenty of space to see your big ideas come to life. Here you'll find 13 subsidised restaurants and cafes. You can re-energise at our gym, catch the latest films at our cinema, get your car washed and even get pampered at our beauty salon. Our Osterley Campus is just a 10-minute walk from Syon Lane train station, or you can get one of our free shuttle buses from Osterley, Gunnersbury and Ealing Broadway stations. Plus, there's free onsite parking available for cars, motorbikes and bicycles.

Who we are

We're Sky, a leading media and entertainment company who connect millions with entertainment, sports, news and arts through innovative products and services. Working with us means you'll be bringing the joy of a better experience to more people, every day. All so we can do better and deliver better for our customers, colleagues and society.

We're an equal opportun