Hybrid Live Streaming Support Technician I

Socket.dev; Allen (TX); Hybrid; USD 31,684 - 34,440; Full time

Benefits offered by this job

Hybrid work model

Paid holidays

401K match

PTO and parental leave

Job summary

Resi Media, LLC, a Pushpay company, is seeking a Resi Support Technician 1 to provide frontline streaming and AV support in a hybrid role. The position involves engaging with customers via multiple channels, triaging incidents, and collaborating with product, hardware, billing, and sales teams.

A strong AV/streaming background and excellent interpersonal skills are essential. The role requires flexibility for evenings and weekends, plus a commitment to ongoing learning in the streaming space.

Qualifications

• 1 year of support experience with an online customer facing service product.
• 1 year of experience with professional audio and video equipment and AV production system design.
• Working knowledge of IT, networking, computer hardware and software concepts as they relate to streaming and AV production infrastructure.
• Ability to work in dynamic and evolving environments.
• Excellent interpersonal skills with ability to de-escalate challenging interactions.
• Flexible schedule including weekends, evenings, and holidays.
• Bilingual / Spanish Fluency preferred to support international customers.

Responsibilities

• Deliver prompt and effective support to customers through ticketing, live chat, phone, and email, addressing needs and resolving issues.
• Maintain clear and accurate communication about streaming concerns.
• Follow processes for onboarding, daily support, and customer success.
• Provide frontline support and incident triage.
• Respond to customers in a timely manner via email and phone about their Resi needs and technical tickets.
• Collaborate with cross-functional teams to resolve issues and prevent recurrence.
• Write detailed bug reports for customer-reported bugs.
• Pursue continuous learning in streaming and AV to maintain high support quality.
• Identify patterns in support issues and elevate trends to leadership.

Skills

Customer support

AV production

IT networking

Communication skills

Flexibility schedule

Bilingual Spanish

Tools

Streaming hardware

IT troubleshooting tools

Job description

Resi Media, LLC, a Pushpay company, is seeking a Resi Support Technician 1 to provide frontline streaming and AV support in a hybrid role. The position involves engaging with customers via multiple channels, triaging incidents, and collaborating with product, hardware, billing, and sales teams.

A strong AV/streaming background and excellent interpersonal skills are essential. The role requires flexibility for evenings and weekends, plus a commitment to ongoing learning in the streaming space.