Remote Technical Support Specialist

Bilinguallink; La Prairie; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

ATX Networks is seeking a Technical Support Specialist to join the Program Delivery & Customer Support team. You will bridge customers and delivery operations, ensuring timely, expert support and smooth end-to-end programs.

This mid-level role suits someone who thrives in a fast-moving environment, owns issues from first contact through resolution, and has a solid understanding of media distribution workflows.

Qualifications

• 3–5 years of customer support, technical support, or program coordination experience.
• Experience in media, broadcast, or cable/satellite distribution industry.
• Strong written and verbal communication; can translate technical issues for non-technical audiences.
• Capable of managing multiple cases/projects under time pressure.
• Comfortable working remotely or in a hybrid environment with minimal supervision.

Responsibilities

• Serve as primary contact for customer inquiries via phone, email, and ticketing systems.
• Manage full support lifecycle with focus on quality and speed; maintain case records in CRM.
• Diagnose and resolve issues related to media distribution platforms; escalate as needed.
• Coordinate programs end-to-end; monitor milestones and flag risks; maintain status logs.

Skills

Linux proficiency

Cable network tech

Cloud remote access

PMP/CAPM exposure

Remote collaboration

Tools

Jira

Salesforce

Job description

About Us & Position Overview

ATX Networks is a leading provider of media distribution technology and services. As a Technical Support Specialist on our Program Delivery & Customer Support team, you will be the connective tissue between our customers and our delivery operations — ensuring clients receive timely, expert support and that programs run smoothly end to end.

This is a mid-level role suited to someone who thrives in a fast-moving environment, is comfortable owning issues from first contact through resolution, and brings a solid understanding of media distribution workflows.

Key Responsibilities:

Customer Support

• Serve as a primary point of contact for customer inquiries via phone, email, and ticketing systems
• Manage the full support lifecycle — intake, triage, escalation, resolution, and follow‑up — with a focus on quality and speed
• Maintain accurate and up‑to‑date case records in the CRM/ticketing platform
• Build strong working relationships with client contacts and proactively surface recurring issues

Technical Troubleshooting

• Diagnose and resolve technical issues related to media distribution platforms, signal delivery, and program scheduling
• Coordinate with internal engineering and operations teams to escal...
• Document technical findings and contribute to a growing internal knowledge base

Program Coordination

• Support the end-to-end delivery of media distribution programs, monitoring milestones and flagging risks
• Liaise between customers, vendors, and internal stakeholders to ensure program requirements are met on schedule
• Track deliverables, maintain program status logs, and assist with post-delivery review
  Internal Reporting & Team Support
  • Compile support metrics and prepare regular performance and status reports for team leads
  • Identify trends in customer issues and contribute to process improvement initiatives
  • Support onboarding and knowledge sharing for new team members
  • Collaborate cross-functionally with sales, engineering, and operations on customer‑facing commitments
  Qualifications:
  Required:
  • 3–5 years of experience in a customer support, technical support, or program coordination role
  • Demonstrated experience in the media, broadcast, or cable/satellite distribution industry
  • Strong written and verbal communication skills, including the ability to translate technical issues for non‑technical audiences
  • Proven ability to manage multiple concurrent cases or projects under time pressure
  • Comfortable working independently in a remote or hybrid environment with minimal supervision
  Nice to Have:
  • Jira and Salesforce: hands‑on experience using both platforms for ticket management, case tracking, and customer reporting
  • Linux proficiency: comfortable working in a Linux environment for diagnostics, log extraction, and basic system operations
  • Cable network technology: familiarity with core cable and media distribution concepts including signal modulation, RF fundamentals, video encoding & transport fundamentals as well as advanced level knowledge IP networking fundamentals
  • Cloud-based remote access: experience using cloud tools to SSH into field devices — extracting logs, clearing disk space, capturing video samples, or performing remote diagnostics
  • Exposure to program or project management methodologies (PMP, CAPM, or equivalent)
  Role Requirements:
  • Participation in after‑hours & weekend on‑call coverage rotation
  • Ability to travel up to 25% of working days primarily within North America, with some potential for International travel
  Why Join Us?
  • A collaborative, mission‑driven team at the intersection of technology and media
  • Flexible remote/hybrid work arrangement
  • Competitive compensation and benefits package
  • Opportunities to grow within program delivery, technical support, or customer success functions
  • Direct exposure to a broad portfolio of media distribution products and customers

  This can be a remote role in Ontario or in the U.S