Technical Support Engineer
Wowza Media Systems, the global leader in live video streaming technology, is looking for an individual to join a fast growing SaaS and software company that is at the center of video streaming industry. You will be working on the front edge of innovation with companies like NBC Universal, Harvard University, SpaceX, NASA, Facebook, and the International Olympics Committee. We have been in business since 2005, won numerous industry awards, and have products deployed in more than 170 countries. As a result, we are growing rapidly and building out our teams, services, and infrastructure.
We are seeking a Technical Support Engineer to provide technical assistance to help our customers resolve problems through email, phone, chat and our forums. This role will report to the Manager of Service Delivery and will be communicating and collaborating across multiple teams. This is an exciting opportunity for someone passionate about helping customers and who will thrive inside a fast-paced environment, creating compelling and competitive products with worldwide impact.
What you will be doing:
The successful candidate will join a global team of experienced Support Engineers resolving complex customer issues and ensuring their success! This position will be responsible for providing technical support within documented SLA's for all Wowza Media Systems products and services in variety of customer specific workflows & configurations, writing technical articles, developing server and client side code samples and troubleshooting customer code.
Experience we’d like you to have:
The ideal candidate has prior experience supporting external customers and a strong foundation in customer service. We are looking for a motivated self-starter who is technical minded, comfortable working on complex technical support issues has prior experience in the streaming media industry. You are someone who has hands-on experience in the following areas:
- Video/audio streaming workflow fundamentals end-to-end
- Providing successful external customer support in a Service Desk environment using a formal ticketing system; Zendesk experience is a plus
- Ensuring all inbound issues are triaged and worked within the given SLA
- Deployment experience with live and on demand video / audio streaming, codecs, encoding technologies and media players
- Networking and understanding of the importance of bandwidth and latency in streaming workflows
- Server hardware components: including but not limited to RAM, CPU Usage, RAID, GPU’s and SSD
- A variety of operating systems including Windows, Linux, OSX
- Familiar with languages such as Java, XML, HTML, JavaScript
- Familiar with the common streaming protocols such as RTMP (Flash), RTSP, Apple HTTP Live Streaming (HLS)
- Technologies such as Web Servers (HTTP), Cloud Based Services (AWS, Google)
- Managing and posting in public support forums
- Excellent English verbal, written, organizational and interpersonal skills; other languages a plus
- Prior experience with Wowza products and services a plus
The ability to work non-traditional shifts as requested (2nd & 3rd shift, including weekends), work remotely, and be able to work independently but also contributing to a team are critical.
What we love about working for Wowza
- Million Dollar Views of the Mountains, Denver Metro, and Live Buffalo!
- Strong benefits package including Health, Dental, Life & Disability Insurance, PTO and 401k match
- An appetizing kitchen stocked with food and drinks…. dog treats too!
- The ability to work with amazing clients and partners such as ESPN, Walt Disney, Facebook, US Air Force, and Amazon
- Gym Discounts to satisfy that urge to move
- Spacious office with state of the art equipment
- Success based compensation that rewards performance!
This is a great opportunity to join an innovative, successful industry leader that is passionate about our customers and has a track record of delivering results.