Wowza Media Systems is looking for a Support Engineer to provide technical support measured against defined SLAs for Wowza products and services across a wide range of customer workflows and deployment environments. In this role at our fast-paced, private equity-backed Colorado software company, you will build and maintain deep product knowledge of Wowza’s streaming technology.

What You'll Do

Ensure SLAs are consistently met and maintained
Monitor and exceed key metrics and KPIs
Contribute to Wowza’s internal knowledge base and documentation
Reproduce and troubleshoot customer workflows using real-world configurations
Provide feedback to improve customer experience and support operations
Mentor and support junior team members on technical and procedural matters
Deliver unapologetically 'customer-obsessed' service and support

What We're Looking For

5+ years of relevant technical support or related experience
Experience providing external customer support in a service desk environment
Strong understanding of and experience with SLA performance management
Background working in a SaaS environment
Excellent communication, documentation, and organizational skills
Ability to work independently in a remote environment and meet productivity metrics
Hands-on experience with live and on-demand video/audio streaming, codecs, encoding technologies, and media players
Solid networking fundamentals: TCP, UDP, ICMP, bandwidth, and latency
Proficiency across operating systems including Windows, Linux, MacOS, iOS, Android, and VMWare
Familiarity with languages and markup: Java, XML, HTML, JavaScript
Understanding of streaming protocols: RTMP(S), RTP/RTSP, HLS, LL-HLS, WebRTC, CMAF
Experience with managing cloud-based deployments (e.g., AWS, Google Cloud, Azure, HTTP web servers)
Willingness to work non-traditional hours, including EU shifts

Nice to Have

Experience with Wowza products and services

Technical Stack

Operating Systems: Windows, Linux, MacOS, iOS, Android, VMWare
Languages & Markup: Java, XML, HTML, JavaScript
Streaming Protocols: RTMP(S), RTP/RTSP, HLS, LL-HLS, WebRTC, CMAF
Cloud & Infrastructure: AWS, Google Cloud, Azure, HTTP web servers

Team & Environment

You'll join a global team of support professionals at a company where employees are encouraged to take ownership of their role, coworkers are happy to help one another, and the team works to connect the larger community with passion for tech.