Junior Technical Support Engineer

About Zixi

Zixi offers a software platform available in the cloud and on-premises that facilitates reliable, broadcast-quality video transmission over IP networks. The Zixi Platform serves broadcasters, enterprises, OTT providers, and mobile operators globally, enabling efficient management, localization, and distribution of live and 24/7 linear video content with broadcast-grade quality, security, and scalability over any IP or hybrid environments. The company enhances control in complex network settings through ZEN Master, a visual orchestration and telemetry tool for managing live broadcast channels using industry standard protocols. Established over 15 years ago, the Zixi Enabled Network now includes over 300 technology partners and more than 700 customers with over 10,000 channels delivered daily.

Role Summary

We are recruiting a Junior Technical Support Engineer to be based on the U.S. West Coast. This entry-level position is ideal for candidates early in their careers who are motivated to learn, solve technical problems, and develop expertise in technical support and operations within a dynamic media technology environment.

Work Schedule and Reporting

• Location: West Coast, United States.
• Working Days and Hours: Thursday to Monday, 3:00 p.m. to 11:00 p.m. PST.
• Reports to: Technical Support Manager.

Key Responsibilities

• Provide frontline troubleshooting and technical support to customers via phone and email ensuring prompt response and SLA adherence.
• Establish and nurture positive relationships with clients as the primary support contact for Zixi products and services.
• Forward complex technical issues to senior engineers and monitor these escalations until resolved.
• Communicate effectively with internal teams regarding issues and their resolutions.
• Keep detailed documentation of client support interactions and activities.
• Under mentorship, gradually assist with Level 2 support tasks, infrastructure maintenance, and incident monitoring.

Candidate Profile

• A keen curiosity about technology, networking, and media delivery workflows.
• Self-motivated learner with persistence in problem resolution.
• Excellent verbal and written communication capabilities.
• Customer-oriented demeanor combined with a calm approach and willingness to inquire when needed.
• A collaborative spirit focused on teamwork with clients and internal colleagues.
• No minimum professional experience required; new graduates and early-career applicants are welcomed.

Technical Qualifications

• Education or equivalent practical experience in Engineering, Computer Science, IT, or related disciplines.
• Fundamental knowledge of networking concepts such as IP addressing and routing.
• Some experience or familiarity with Linux and/or Windows operating systems.
• Interest in video streaming technologies, TCP/IP, UDP, CDNs, or cloud services like AWS, Azure, or GCP is advantageous.
• Exposure to diagnostic and monitoring tools like Wireshark, Datadog, or Grafana is preferred or a willingness to learn them.
• Demonstrated enthusiasm through personal projects, home labs, or self-driven learning efforts is valued.

Compensation and Equal Opportunity

The role offers a yearly salary ranging from $65,000 to $75,000 based on experience and qualifications, with eligibility for an annual bonus. Zixi is committed to fostering diversity and inclusion, providing equal employment opportunities without discrimination or harassment based on any protected status as defined by law. Employment decisions are made solely on merit, qualifications, and business requirements at the time.