Wowza Media Systems
media streaming
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer at Wowza Media Systems. Skills: media streaming products and services, troubleshooting entire workflows, video delivery systems, networking issues, customer support, SLA management. providing technical support measured against SLA for Wowza Media Systems products and services across our customers numerous workflows and deployments. learning ongoing Wowza product knowledge”
What You'll Achieve.
measured against SLA; maintaining productivity metrics; Work to ensure Service Level Agreements (SLA) are met; Adhere to defined metrics and KPIs
Industry & Context.
troubleshooting entire workflows including complex video delivery systems, networking issues
Ability to work non traditional shifts as requested, Shift: 2nd covering EU
What They're Looking For.
Must Have
5+ years related experience, Prior Experience in providing external customer support in a Service Desk environment, Prior experience in managing SLA’s, Prior experience working in a SaaS environment, Excellent verbal, written, organizational and interpersonal skills, Ability to work remotely and independently while maintaining productivity metrics, Real world deployment experience with live and on demand video / audio streaming, codecs, encoding technologies and media players, Experience with networking and working knowledge of TCP, UDP, ICMP, bandwidth and latency, Experience with different operating systems and virtualizations including but not limited to Windows, Linux, MacOS, iOS, Android, and VMWare, Proficient in multiple environments such as Java, XLM, HTML, JavaScript, Experience with streaming protocols including but not limited to: RTMP(S) and its flavors, RTP/RTSP, Apple HTTP(S) Live Streaming, an understanding of the new LL-HLS, WebRTC, and CMAF, Prior experience with managing cloud based deployments such as Web Servers (HTTP), and Cloud Based Services (AWS, Google, Azure)
Nice to Have
Prior experience with Wowza products and services a plus
What You'll Do.
providing technical support measured against SLA for Wowza Media Systems products and services across our customers numerous workflows and deployments
learning ongoing Wowza product knowledge
ensure Service Level Agreements (SLA) are met
Contribute to the tech support knowledge base by adding and maintaining data
Provide feedback on processes and documentation to improve customer experience
Reproduce workflows by mirroring or using real customer configurations
Mentor and train junior technical support staff on technical and procedural matters
Provide unapologetic “customer obsessed” service and support
How You'll Work.
Team & Collaboration
Mentor and train junior technical support staff
Communication Scope
Excellent verbal, written, organizational and interpersonal skills
Full Job Description
We are looking for a Technical Support Engineer to join our global team of Support professionals. This successful candidate will be responsible for providing technical support measured against SLA for Wowza Media Systems products and services across our customers numerous workflows and deployments. The ideal candidate will have experience in media streaming products and services, troubleshooting entire workflows including complex video delivery systems, networking issues and working with and educating customers at all skill levels. Requirements: * 5+ years related experience in the above referenced areas * Prior Experience in providing external customer support in a Service Desk environment * Prior experience in managing SLA’s * Prior experience working in a SaaS environment * Excellent verbal, written, organizational and interpersonal skills * Ability to work remotely and independently while maintaining productivity metrics * Real world deployment experience with live and on demand video / audio streaming, codecs, encoding technologies and media players * Experience with networking and working knowledge of TCP, UDP, ICMP, bandwidth * and latency * Experience with different operating systems and virtualizations including but not * limited to Windows, Linux, MacOS, iOS, Android, and VMWare * Proficient in multiple environments such as Java, XLM, HTML, JavaScript * Experience with streaming protocols including but not limited to: RTMP(S) and its * flavors, RTP/RTSP, Apple HTTP(S) Live Streaming, an understanding of the new LL- * HLS, WebRTC, and CMAF * Prior experience with managing cloud based deployments such as Web Servers * (HTTP), and Cloud Based Services (AWS, Google, Azure) * Prior experience with Wowza products and services a plus * Ability to work non traditional shifts as requested Responsibilities: * Dedication to learning ongoing Wowza product knowledge * Work to ensure Service Level Agreements (SLA) are met * Adhere to defined metrics and KPIs * Contribut
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