Technical Support Engineer 1, Resi

PushPay • Allen, TX

71d • $43,200 - $48,000 • Hybrid

About The Position

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry. We are looking for a Technical Support Engineer I who uses independent judgment in providing information, technical assistance, and support to Resi customers. Technical Support Engineer I provide technological systems support, maintenance, and testing for upkeep of customer systems; troubleshoots and resolves system hardware, software, and network failures and conflicts. A Technical Support Engineer I is typically the first contact many customers have with the company.

Requirements

• 1 year support experience with an online service product.
• 1 year experience with professional audio and video equipment, and AV production system design.
• Working knowledge of IT, networking, computer hardware and software concepts.
• Ability to work in dynamic and constantly evolving environments.
• Must possess excellent interpersonal skills with the ability to effectively de-escalate challenging customer interactions while maintaining a calm and professional demeanor.
• Ability to work a flexible schedule including weekends, evenings, and holidays.

Nice To Haves

• Preferred experience in AV production with large live stream events such as music or web.
• Bilingual / Spanish Fluency preferred to support our international customers.

Responsibilities

• Deliver prompt and effective support to customers through established support channels (ticketing system, live chat, phone, email), addressing their needs and resolving technical issues both reactively and proactively.
• Follow existing processes for new customer onboarding, daily support procedures, and long-term customer success.
• Complete general product training as defined by published documentation.
• Provide frontline support and incident triage.
• Provide timely responses and resolutions to customers via email and phone, frequently communicating with customers about their Resi needs and technical tickets or troubleshooting.
• Collaborate with cross-functional teams in product development, hardware, billing, sales, and other departments to resolve known, and prevent future, issues (proactive).
• Write detailed bug reports for customer reported bugs.
• Dedication to continuous learning within the streaming and AV space in order to maintain a high level of support quality.
• Proactively identify patterns in support issues and escalate trends to Support Leadership for further investigation and resolution.

Benefits

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee.
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents.
• 401K match.
• Hybrid work model - 3 days in the office / 2 days remote each week.
• 12 paid Company Holidays.
• 2 paid Volunteer Time Off days.
• 15 days PTO, to start, increases with tenure and seniority.
• Paid parental and adoption leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 251-500 employees