Jobs in Reading, United States

Zixi is seeking a Junior Technical Operations Engineer located in the UK/Central Europe to provide client support and manage technical operations for our major broadcasters, content owners, and media service providers. This is a remote, work-from-home position.

• Client Support (Morning Hours - approximately 3 hours): 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.
• Build and maintain strong relationships with clients, acting as a point of contact for support matters related to Zixi products and services.
• Escalate complex technical issues to L2 Technical Operations Engineers when required.
• Ensure all issues and resolutions are communicated quickly and effectively to internal Zixi stakeholders.
• Maintain accurate records of client interactions and support activities.

• Technical Operations (Afternoon Hours): Assist with L2 technical support for Zixi\'s multiple contribution and distribution customers.
• Perform operational activities for maintenance and upkeep of Zixi managed infrastructure.
• Work with vendors to identify and troubleshoot issues with equipment and services.
• Support incident management tasks, including triaging, investigating, and assessing logs, data, alerts, alarms, and trends from monitoring systems.
• Assist in maintaining escalation matrices and process flows, ensuring updates and changes are communicated to all internal and external groups.
• Help maintain technical and operational best practices as they relate to the live contribution and distribution of media content.
• Assist in the preparation of systems performance reports.
• Collaborate with internal Technology teams to identify solutions through policies, tools, procedures, and guidelines.

• On-Call Responsibilities: Participate in 24/7 on-call rotation (currently 1 week in 4) to provide Level 2 support for escalated technical issues.
• Provide technical support during weekends and holidays as part of rotation schedule.

• 2+ years of experience in a technical role with high availability, public-facing services.
• Experience developing and enhancing strong client relationships.
• Strong ability to take initiative to see issues through to resolution.
• Strong project management skills and experience with urgent, immediate response times.
• Exceptional written and oral communication skills.
• Strong presentation skills.
• Experience in fast growing software company a plus.
• Strong experience and interest in teamwork -- collaboration with customers, partners, sales, customer care, product management, and engineering, to reach common goals successfully.
• Ability to work flexible hours including weekends and holidays as part of on-call rotation.
• Configuration, operations and monitoring of networks, systems and applications using industry tools (i.e. Wireshark, Datadog, and Grafana).

• B.S./BEng in Engineering, Computer Science, or related IT field.
• Understanding of basic networking protocols, IP addressing, and routing.
• Knowledge of video streaming and associated protocols is highly desired.
• Experience installing and troubleshooting client devices, network and software issues.
• Strong Linux experience is ideal; knowledge in administering Linux and Windows operating systems is required.
• Experience working with firewalls and VPNs.
• Knowledge of live video workflows for media and broadcast companies including live linear channel and live event contributions and OTT delivery using cloud-based services.
• Understanding of video terminologies, network infrastructure, internet protocols, CDN, and cloud services.
• Working knowledge of TCP/IP and UDP based solutions.
• Cloud technology experience, such as CDNs, AWS, Google, Microsoft Azure or others is desirable.
• Experience with scripting and API development using JavaScript, Python, VBScript a plus.
• Experience with cloud software deployments and platforms (AWS, Azure, GCP, etc.) preferred.

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 Zixi 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.

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 race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. 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.