Technical Support Engineer

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
• 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
• Shift: 2nd covering EU

Who 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.