Junior Technical Support Engineer

Zixi•Washington, DC

15d•$65,000 - $75,000•Onsite

About The Position

Zixi is seeking a Junior Technical Support Engineer based in the United States on the West Coast to join our team. This is an entry-level role for someone early in their career who is excited to learn, eager to solve problems, and keen to build a career in technical support and operations within a fast-moving media technology company. You will provide frontline technical support to our clients, broadcasters, content owners, and media service providers, and as you develop, take on a growing set of technical operations responsibilities. You'll be supported and mentored by senior engineers, and you'll gain hands-on experience with live video technology, networking, and cloud infrastructure. No prior professional experience in the field is required; we're looking above all for enthusiasm, curiosity, and a strong work ethic.

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.
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.

Nice To Haves

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.

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.