Junior Technical Support Engineer

Zixi, Inc.; United Kingdom; On-site; GBP 26,000 - 38,000; Full time

Job summary

Zixi, Inc. is seeking a motivated junior Technical Support Engineer in the United Kingdom.

In this role you will provide first-response troubleshooting for inbound client tickets, build relationships with customers, and escalate complex issues as needed. You will work with Linux/Windows environments, gain exposure to networking concepts, and grow with mentoring from senior engineers while maintaining accurate documentation.

Qualifications

• Degree in Engineering, CS, or a related IT field.
• Basic understanding of networking concepts such as IP addressing and routing.
• Exposure to Linux and/or Windows operating systems.
• Interest in video streaming, TCP/IP and UDP, CDNs, or cloud platforms (AWS, Azure, GCP).
• Familiarity with tools such as Wireshark, Datadog, or Grafana, or a willingness to learn.

Responsibilities

• Provide first-response troubleshooting and technical support to inbound client tickets to meet SLAs.
• Build and maintain relationships with clients, acting as a point of contact for support matters.
• Escalate complex issues to senior engineers and track tickets through to resolution.
• Communicate issues and resolutions quickly to internal stakeholders.
• Maintain accurate records of client interactions and support activities.
• Assist senior engineers with Level 2 support and infrastructure upkeep as you grow.

Skills

Troubleshooting

Networking basics

Customer support

Teamwork

Documentation

Education

Bachelors degree in a related IT field

Tools

Wireshark

Datadog

Grafana

Linux

Windows

AWS

Azure

GCP

Job description

Zixi provides a cloud based and on-premise software platform that enables reliable broadcast-quality video delivery over IP. The company offers the Zixi Platform for broadcasters, enterprises, over-the-top video providers, and mobile service providers around the world. The Zixi Platform makes it easy and economical for media companies to source, manage, localize, and distribute live events and 24/7 live linear channels in broadcast QoS, securely and at scale, using any form of IP network or Hybrid IP environments. Zixi provides enhanced control in large complex networks with ZEN Master, a live video orchestration and telemetry control plane that provides visual tools to configure, orchestrate, and monitor live broadcast channels and events across industry protocols. Over 15+ years, the ZEN Enabled Network (ZEN) has grown to over 300 technology partners and serves well over 700 customers representing most of the top media brands around the world with 10,000+ channels delivered daily.

Location: United Kingdom

Working Hours: Thursday through Monday, 7:00 a.m. – 3:30pm UK time

Reports to: Technical Support Manager

Responsibilities include but are not limited to:

• Client Support: Provide first-response troubleshooting and technical support to inbound client phone and e-mail tickets to ensure fast resolution and adherence to all Support SLAs and procedures.
• Relationship management: Build and maintain strong relationships with clients, acting as a point of contact for support matters related to Zixi products and services.
• Escalation: Escalate more complex technical issues to senior Technical Operations Engineers and track escalated tickets through to resolution.
• Internal communication: Ensure all issues and resolutions are communicated quickly and effectively to internal Zixi stakeholders.
• Documentation: Maintain accurate records of client interactions and support activities.
• Technical operations: Over time and with mentoring, assist senior engineers with Level 2 support, the upkeep of Zixi managed infrastructure, and incident monitoring as you grow technically.

General Requirements:

• A genuine interest in technology, networking, and how live video and media are delivered.
• Enthusiasm to learn quickly and the initiative to see problems through to resolution.
• Exceptional written and oral communication skills.
• A calm, customer-focused attitude and a willingness to ask questions.
• Strong interest in teamwork and collaboration with customers, partners, and internal teams to reach common goals.
• No specific length of professional experience required — recent graduates and early-career candidates are encouraged to apply.

Technical Requirements:

• Degree in Engineering, Computer Science, or a related IT field, or equivalent study or hands‑on experience.
• Basic understanding of networking concepts such as IP addressing and routing.
• Any exposure to Linux and/or Windows operating systems.
• Interest in video streaming, TCP/IP and UDP, CDNs, or cloud platforms (AWS, Azure, GCP) is a plus.
• Familiarity with tools such as Wireshark, Datadog, or Grafana, or an interest in learning them, is a plus.
• Personal projects, home labs, or self-study that demonstrate an interest in the field are welcome.

Zixi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, in accordance with the Equality Act 2010 and all applicable UK law. This policy applies to all employment practices within our organization. Zixi makes hiring decisions based solely on qualifications, merit, and business needs at the time.