Support Engineer

Posted 2024-11-09

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💎 Seniority level: Entry, 2 years

📍 Location: USA, PST, NOT STATED

💸 Salary: 57000 - 92000 USD per year

🔍 Industry: Streaming and digital video delivery

🏢 Company: Wurl

🗣️ Languages: English

⏳ Experience: 2 years

🪄 Skills: JiraCommunication SkillsAnalytical SkillsCollaboration

Requirements:

2 years experience in a technical support role in digital video delivery.
Experience with ticketing systems, especially Zendesk and Jira.
Knowledge of transcoding, video streaming file formats, and video codecs.
Understanding of 24/7 linear delivery formats like HLS, MPEG-TS, and VOD/Schedule delivery using JSON, XML, and MRSS.
Familiarity with video delivery methods (MRSS, S3, SFTP) and Closed Caption formats.
Ability to analyze metrics on monitoring dashboards related to Ad Performance and CDN performance.
Excellent written and verbal communication skills.
Strong organizational, time management, and problem-solving skills.
A BA/BS degree or equivalent.

Responsibilities:

Act as the first line of technical support for Video Producers and Video Services connected to the Wurl Network.
Provide customer support and technical issue resolution regarding Wurl Portfolio via the ticketing system.
Communicate in a professional, timely, and efficient manner.
Deescalate customer issues satisfactorily.
Assist Operations and Sales team to promote customer success.
Write and maintain knowledge base articles.
Build a strong technical understanding of Wurl products.
Collaborate with team members to transfer knowledge.
Understand Wurl's end-to-end workflow for issue resolution.
Participate in on-call shift rotations.

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