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Technical Support Engineer

4 weeks ago
India
Senior
Technical Support Engineer
Customer and Technical Support
Android AWS Azure GCP HTML HTTP iOS Java JavaScript Linux macOS WebRTC XML
Apply Now
Wowza

Wowza

Wowza is a trusted video platform offering quality live and VOD streaming services with integrated CMS and analytics, empowering businesses to deliver seamless video experiences globally.

IT Services
51-250
Founded 2005
View All Jobs 2

Description

  • Provide technical support for Wowza Media Systems products and services while meeting SLA commitments.
  • Troubleshoot complex video delivery systems, networking issues, and end-to-end streaming workflows.
  • Work directly with customers at varying technical skill levels and educate them on solutions and configurations.
  • Maintain and update the technical support knowledge base with useful troubleshooting information.
  • Review support processes and documentation and provide feedback to improve the customer experience.
  • Reproduce customer issues using real customer configurations or mirrored workflows.
  • Mentor and train junior technical support staff on technical and procedural topics.
  • Monitor and act on defined metrics and KPIs to ensure support performance targets are met.
  • Learn and maintain ongoing knowledge of Wowza products and services.
  • Work non-traditional shifts as needed, including a 2nd shift covering EU.

Requirements

  • 5+ years of related experience in technical support, media streaming, networking, or similar areas.
  • Prior experience providing external customer support in a Service Desk environment.
  • Prior experience managing SLAs.
  • Prior experience working in a SaaS environment.
  • Strong verbal, written, organizational, and interpersonal communication skills.
  • Ability to work remotely and independently while maintaining productivity metrics.
  • Hands-on experience with live and on-demand video/audio streaming, codecs, encoding technologies, and media players.
  • Knowledge of networking concepts including TCP, UDP, ICMP, bandwidth, and latency.
  • Experience with Windows, Linux, MacOS, iOS, Android, and VMWare.
  • Proficiency in multiple environments such as Java, XML, HTML, and JavaScript.
  • Experience with streaming protocols such as RTMP(S), RTP/RTSP, Apple HTTP(S) Live Streaming, LL-HLS, WebRTC, and CMAF.
  • Experience managing cloud-based deployments such as web servers and services on AWS, Google Cloud, or Azure.
  • Prior experience with Wowza products and services is a plus.
  • Ability to work non-traditional shifts as requested.

Interested in this position?

Apply directly on the company website

Apply Now

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