Technical Support Engineer I

Technical Support Engineer I  

Resi Media, LLC 3821 W 88th Ave Westminster, CO 80031

Position Status: FT Exempt 

Salary Range: $45,000 to $51,000

 

Resi Media, LLC 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 customers. Technical Support Engineer I provides 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.

Responsibilities: 

  • 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 (reactive)
  • 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

Qualifications:

  • 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.
  • Ability to work a flexible schedule including weekends, evenings, and holidays.

Preferred Qualifications:

  • Any AV production with large live stream events such as music or web  

If you don’t meet every qualification, please don’t be discouraged to apply! We hire for talent and passion over experience.