Technical Support Engineer at Wowza Media Systems | Torre
Technical Support Engineer
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Wowza Media Systems

Technical Support Engineer

Wowza Media Systems
Emma
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Full-time

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Remote (for India residents)
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Emma of Torre.ai
 5 months ago

Responsibilities

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 areasPrior Experience in providing external customer support in a Service Desk environmentPrior experience in managing SLA’sPrior experience working in a SaaS environmentExcellent verbal, written, organizational and interpersonal skillsAbility to work remotely and independently while maintaining productivity metricsReal world deployment experience with live and on demand video / audio streaming, codecs, encoding technologies and media playersExperience with networking and working knowledge of TCP, UDP, ICMP, bandwidth and latencyExperience with different operating systems and virtualizations including but not limited to Windows, Linux, MacOS, iOS, Android, and VMWareProficient in multiple environments such as Java, XLM, HTML, JavaScriptExperience 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 CMAFPrior 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 plusAbility to work non traditional shifts as requestedResponsibilities:Dedication to learning ongoing Wowza product knowledgeWork to ensure Service Level Agreements (SLA) are metAdhere to defined metrics and KPIsContribute to the tech support knowledge base by adding and maintaining dataProvide feedback on processes and documentation to improve customer experienceReproduce workflows by mirroring or using real customer configurationsMentor and train junior technical support staff on technical and procedural mattersProvide unapologetic “customer obsessed” service and supportShift: 2nd covering EUWho We Are:Wowza Media Systems is a Colorado-based, globally known leader providing video and media streaming software solutions to customers for whom video is mission critical but not a core competency. Wowza’s software enables its customers to deliver high fidelity video streams from (m)any sources to (m)any destinations, with low latency, reliable at large scale. Wowza’s solutions are implemented across video platforms, gaming, fitness, auction and commerce, education and government applications. The Company is backed by private equity firm Clearhaven Partners.Why Work for Wowza:Wowza’s team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local high schools to participating in events like SheTech, employees are able to cultivate the same creative energy that first brought the company to life. Employees are encouraged to take ownership of their role with limited oversight — and coworkers are happy to help one another out.Wowza Media Systems is an equal opportunity employer, committed to creating a diverse and inclusive environment for all people to thrive in.
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