Technical Support Engineer (India)
Wowza Media Systems, India

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 in video streaming software solutions. Wowza’s software enables its customers to deliver high-fidelity video streams from any source to any destination, reliably at large scale and with low latency. Wowza’s solutions are implemented by tens of thousands of customers in more than 100 countries, across education, healthcare, enterprise, gaming, fitness, auction, e-commerce, and government applications. Founded nearly fifteen years ago, Wowza is backed by private equity firm Clearhaven Partners.

Why Work for Wowza:

Join a fast-paced, private equity-backed Colorado software company sitting at the intersection of mission critical video streaming applications. Wowza has long standing reputations for technical prowess and consistent innovation and has been a consistently growing company. In addition, Wowza’s team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local schools to helping parents monitor their children in the NICU, employees can cultivate the same creative energy that first brought the company to life. Our employees are encouraged to take ownership of their role and coworkers are happy to help one another along their video journey. We have a brand-new company headquarters office as well as remote employees across the US and around the globe. Our Denver-area employees work in a flexible-hybrid environment allowing for flexibility and work-life balance tailored to each individual Wowzan.

Job Rewards and Benefits