Technical Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Commitment to acquiring ongoing knowledge of Wowza products.

• Strive to meet Service Level Agreements (SLA) consistently.

• Follow established metrics and Key Performance Indicators (KPIs).

• Enhance the tech support knowledge base by contributing and maintaining relevant data.

• Offer constructive feedback on processes and documentation to elevate customer experience.

• Replicate workflows by utilizing real customer configurations or mirroring.

• Guide and train junior technical support personnel on both technical and procedural topics.

• Deliver exceptional, “customer obsessed” service and support.

• Shift: 2nd covering EU.

⛳️ Requirements

• Over 5 years of relevant experience in the aforementioned areas.

• Previous experience in providing external customer support within a Service Desk setting.

• Experience managing SLAs effectively.

• Background in a Software as a Service (SaaS) environment.

• Exceptional verbal, written, organizational, and interpersonal communication skills.

• Capability to work remotely and independently while achieving productivity metrics.

• Hands-on deployment experience with live and on-demand video/audio streaming, codecs, encoding technologies, and media players.

• Knowledge of networking and familiarity with TCP, UDP, ICMP, bandwidth, and latency concepts.

• Proficiency with various operating systems and virtualization technologies, including but not limited to Windows, Linux, MacOS, iOS, Android, and VMware.

• Skilled in multiple programming environments such as Java, XML, HTML, and JavaScript.

• Familiarity with streaming protocols, including but not limited to: RTMP(S) and its variants, RTP/RTSP, Apple HTTP(S) Live Streaming, as well as an understanding of LL-HLS, WebRTC, and CMAF.

• Previous experience managing cloud-based deployments, such as Web Servers (HTTP) and Cloud-Based Services (AWS, Google, Azure).

• Prior experience with Wowza products and services is a plus.

• Willingness to work non-traditional shifts as needed.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements.

• Engaging and supportive work environment.