Junior Technical Support Engineer

Responsibilities

• 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 more complex technical issues to senior Technical Operations Engineers and track escalated tickets through to resolution.
• Ensure all issues and resolutions are communicated quickly and effectively to internal Zixi stakeholders.
• Maintain accurate records of client interactions and support activities.
• 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.

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.

General Requirements

• 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).
• Familiarity with tools such as Wireshark, Datadog, or Grafana, or an interest in learning them.
• Personal projects, home labs, or self-study that demonstrate an interest in the field are welcome.

Pay

The annual base salary range for this position is $65,000 – $75,000, commensurate with experience and qualifications plus an annual bonus opportunity.

Schedule

Working Hours: Thursday through Monday, 3:00 p.m. to 11:00 p.m. PST