Junior Technical Support Engineer

About Zixi:

Zixi provides a cloud based and on-premise software platform that enables reliable broadcast-quality video delivery over IP. The company offers the Zixi Platform for broadcasters, enterprises, over-the-top video providers, and mobile service providers around the world. The Zixi Platform makes it easy and economical for media companies to source, manage, localize, and distribute live events and 24/7 live linear channels in broadcast QoS, securely and at scale, using any form of IP network or Hybrid IP environments. Zixi provides enhanced control in large complex networks with ZEN Master, a live video orchestration and telemetry control plane that provides visual tools to configure, orchestrate, and monitor live broadcast channels and events across industry protocols. Over 15+ years, the Zixi Enabled Network (ZEN) has grown to over 300 technology partners and serves well over 700 customers representing most of the top media brands around the world with 10,000+ channels delivered daily.

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.

Location: United States, West Coast

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

Reports to: Technical Support Manager

Responsibilities include but are not limited to:

• Client Support: 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.
• Relationship management: Build and maintain strong relationships with clients, acting as a point of contact for support matters related to Zixi products and services.
• Escalation: Escalate more complex technical issues to senior Technical Operations Engineers and track escalated tickets through to resolution.
• Internal communication: Ensure all issues and resolutions are communicated quickly and effectively to internal Zixi stakeholders.
• Documentation: Maintain accurate records of client interactions and support activities.
• Technical operations: 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.

General 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.

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) 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.

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

Zixi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization. Zixi makes hiring decisions based solely on qualifications, merit, and business needs at the time.