Support Engineer

Summary

Join Wowza Media Systems as a Technical Support Engineer and provide technical support for Wowza products and services, adhering to defined SLAs. You will troubleshoot complex video delivery workflows and network issues, and educate customers. This role requires deep experience with media streaming technologies and strong communication skills. The position involves working independently in a remote environment and meeting productivity metrics, covering the APAC region with potentially non-standard working hours. Wowza offers a fast-paced environment within a growing company, fostering collaboration and ownership. The company is known for its technical expertise and consistent innovation.

Requirements

• 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

Responsibilities

• Build and maintain deep product knowledge of Wowza’s streaming technology
• 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

Preferred Qualifications

Experience with Wowza products and services