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 providing video and media
streaming software solutions to customers for whom video is mission critical but not a core
competency. Wowza’s software enables its customers to deliver high fidelity video streams from
(m)any sources to (m)any destinations, with low latency, reliable at large scale. Wowza’s solutions
are implemented across video platforms, gaming, fitness, auction and commerce, education and
government applications. The Company is backed by private equity firm Clearhaven Partners.
Why Work for Wowza:
Wowza’s team works to connect the larger community with our passion for tech. From live-streaming
graduation ceremonies for local high schools to participating in events like SheTech, employees are
able to cultivate the same creative energy that first brought the company to life. Employees are
encouraged to take ownership of their role with limited oversight — and coworkers are happy to help
one another out.
Wowza Media Systems is an equal opportunity employer, committed to creating a diverse and
inclusive environment for all people to thrive in.
Skills Required
- 5+ years related experience in technical support
- Prior experience in providing external customer support in a Service Desk environment
- Prior experience in managing SLAs
- Prior experience working in a SaaS environment
- Excellent verbal, written, organizational and interpersonal skills
- Real world deployment experience with live and on demand video/audio streaming
- Experience with networking and knowledge of TCP, UDP, ICMP
- Experience with different operating systems including Windows, Linux, MacOS, iOS, Android
- Proficient in multiple environments such as Java, XML, HTML, JavaScript
- Experience with streaming protocols including RTMP, RTP/RTSP, WebRTC
- Prior experience with managing cloud-based deployments and services
Wowza Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Wowza and has not been reviewed or approved by Wowza.
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Leave & Time Off Breadth — Time off is positioned as generous, including near-unlimited/unlimited PTO, paid holidays, and a four-week paid sabbatical after five years. Flexible-hybrid and fully remote options further expand practical time-away and scheduling latitude.
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Parental & Family Support — Parental leave is described as notably strong, including extended fully paid birth/recovery leave and additional paid parental/partner leave. Adoption assistance, dependent-care options, and family events broaden support beyond leave alone.
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Wellbeing & Lifestyle Benefits — Wellbeing-oriented extras include a fitness stipend/discounts, commuter benefits, EAP, pet insurance options, and office perks such as free Friday lunch and snacks where applicable. Professional-development stipends and learning subscriptions also add to the overall rewards mix.
Wowza Insights
What We Do
Wowza Media Systems™ offers streaming technology to reduce the complexities of video and audio delivery to any device. Over 20,000 service providers, direct customers and partners worldwide trust Wowza to provide robust, customizable and scalable streaming solutions—with powerful APIs and SDKs to help them engage their audiences.
Why Work With Us
At Wowza, every team member has a voice and a seat at the table. There is an equal opportunity for everyone to succeed, to advance their career and to voice any concerns that may arise. It is a team-oriented culture that still allows individuals to be autonomous self-starters. Work with Wowza and see how you can grow personally and professionally.
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