L1 Support Engineer

About the role

JWX, formerly JWP Connatix, provides video player technology for media businesses, reaching over 1 billion users and powering streaming for thousands of media companies. Its Level 1 Support team is the first point of contact for customers and viewers facing technical issues, and the L1 Support Engineer joins its 24/7/365 team working an 8-hour shift rotation.

Key responsibilities

• Monitor JWX platform services, infrastructure and video streams proactively and reactively.
• Provide email support for platform issues to customers and viewers.
• Triage support issues, resolve them when possible and escalate the rest to the right teams.
• Document all issues and resolutions in the help desk software.
• Train and document for other support team members and share best practices across departments.
• Use AWS technologies and monitoring tools such as Zabbix and CloudWatch, and work with Windows servers.
• Contribute to incident management and follow the 8-hour shift rotation.

Required profile

• Passion for technology, shown through qualifications, experience or personal projects.
• Proactive troubleshooting and ability to handle high workloads and multiple workstreams while meeting service levels.
• Self-starter with curiosity and a problem-solving mindset.
• Excellent written and spoken English; outgoing, organized, disciplined and adaptable.
• Bonus points: prior infrastructure, network operations or software support experience, familiarity with video technology, documentation writing experience, and a relevant IT or computer science degree, apprenticeship or certification.

Required skills

• AWS technologies
• Zabbix and CloudWatch monitoring
• Windows servers

What we offer

• Private medical insurance
• 25 paid days off
• Professional career development program and mentorship program
• New employee home office setup stipend and monthly connectivity stipend