Job description
We are looking for a Technical Support Engineer to join our global team of support professionals.
In this role, you will be responsible for providing technical support measured against defined SLAs for Wowza products and services across a wide range of customer workflows and deployment environments.
The ideal candidate has deep experience with media streaming technologies, can troubleshoot complex video delivery workflows and network issues, and is skilled at educating customers of all experience levels.
Required Qualifications
- 5+ years of relevant technical support or related experience
- Experience providing external customer support in a service desk environment
- Strong understanding of and experience with SLA performance management
- Background working in a SaaS environment
- Excellent communication, documentation, and organizational skills
- Ability to work independently in a remote environment and meet productivity metrics
- Hands-on experience with live and on-demand video/audio streaming, codecs, encoding technologies, and media players
- Solid networking fundamentals: TCP, UDP, ICMP, bandwidth, and latency
- Proficiency across operating systems including Windows, Linux, MacOS, iOS, Android, and VMWare
- Familiarity with languages and markup: Java, XML, HTML, JavaScript
- Understanding of streaming protocols: RTMP(S), RTP/RTSP, HLS, LL-HLS, WebRTC, CMAF
- Experience with managing cloud-based deployments (e.g., AWS, Google Cloud, Azure, HTTP web servers)
- Experience with Wowza products and services (a plus)
Willingness to work non-traditional hours, including EU shifts
Key Responsibilities
- Build and maintain deep product knowledge of Wowza’s streaming technology
- Ensure SLAs are consistently met and maintained
- Monitor and exceed key metrics and KPIs
- Contribute to Wowza’s internal knowledge base and documentation
- Reproduce and troubleshoot customer workflows using real-world configurations
- Provide feedback to improve customer experience and support operations
- Mentor and support junior team members on technical and procedural matters
- Deliver unapologetically “customer-obsessed” service and support
Shift
This role will cover the APAC region and may require non-standard working hours.
Who We Are:
Wowza Media Systems is a Colorado-based, globally-known leader in video streaming software solutions. Wowza’s software enables its customers to deliver high-fidelity video streams from any source to any destination, reliably at large scale and with low latency. Wowza’s solutions are implemented by tens of thousands of customers in more than 100 countries, across education, healthcare, enterprise, gaming, fitness, auction, e-commerce, and government applications. Founded nearly fifteen years ago, Wowza is backed by private equity firm Clearhaven Partners.
Why Work for Wowza:
Join a fast-paced, private equity-backed Colorado software company sitting at the intersection of mission critical video streaming applications. Wowza has long standing reputations for technical prowess and consistent innovation and has been a consistently growing company. In addition, Wowza’s team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local schools to helping parents monitor their children in the NICU, employees can cultivate the same creative energy that first brought the company to life. Our employees are encouraged to take ownership of their role and coworkers are happy to help one another along their video journey. We have a brand-new company headquarters office as well as remote employees across the US and around the globe.
