Careers

Client Support Specialist - Europe

Zixi is looking for an energetic Individual to join our growing client support team.

Applicant can grow their career with the industry expert in video over IP delivery. We are committed to providing companies of all sizes and complexities the highest quality content delivery, no matter the scale, device, or distance. It’s why more than 500 of the world’s leading media companies rely on Zixi’s software-defined video platform to deliver video for live events, live linear and OTT.

Zixi has been leading the way in video transmission technology for over a decade, which means when you join the Zixi team, you are collaborating with the best and brightest in the industry. We pride ourselves on our flat structure and driven culture; we all participate to deliver new solutions to our customers.

Job Responsibilities

    • Provide first response and troubleshooting to inbound client phone and email tickets.
    • Diagnose and escalate severe issues
    • Provide event services support to customers, as needed
    • Collaborate with Client Support team and leadership to create support processes
    • Collaborate with Client Support team to create documentation for internal processes and customer-facing Help Center
    • Mentor and lead new support team members
    • Work with technical and pre-sales teams to strategize customer solutions
    • Maintain and evaluate IT inventory

Technical Requirements

    • Experience installing and troubleshooting client devices, network and software issues
    • Strong Linux experience is ideal; seasoned knowledge in administering Linux and Windows operating systems is required
    • Experience working with firewalls, routers and VPNs
    • Understanding of basic networking protocols, IP addressing and routing
    • Knowledge of video streaming and associated protocols is highly desired
    • Cloud technology experience, such as CDNs, AWS, Google, Microsoft Azure or others, is desirable

General Requirements

    • Provide first response and troubleshooting to inbound client phone and email tickets.
    • Diagnose and escalate severe issues
    • Provide event services support to customers, as needed
    • Collaborate with Client Support team and leadership to create support processes
    • Collaborate with Client Support team to create documentation for internal processes and customer-facing Help Center
    • Mentor and lead new support team members
    • Work with technical and pre-sales teams to strategize customer solutions
    • Maintain and evaluate IT inventory

Technical Requirements

    • Experience installing and troubleshooting client devices, network and software issues
    • Strong Linux experience is ideal; seasoned knowledge in administering Linux and Windows operating systems is required
    • Experience working with firewalls, routers and VPNs
    • Understanding of basic networking protocols, IP addressing and routing
    • Knowledge of video streaming and associated protocols is highly desired
    • Cloud technology experience, such as CDNs, AWS, Google, Microsoft Azure or others, is desirable
    • Experience with scripting and API
    • Experience using a variety of mobile devices

Language Skills

    • Fluency in English required, additional languages are a big plus
    • Ability to write detailed instructions and correspondence

Education & Experience

    • Bachelor’s Degree in Computer Science or related field, or equivalent work experience preferred
    • Minimum of 2 years general computer skills, with basic knowledge of Microsoft Office
    • Outstanding organizational, interpersonal and administrative skills, as well as excellent attention to detail

Technical Requirements

    • Experience installing and troubleshooting client devices, network and software issues
    • Strong Linux experience is ideal; seasoned knowledge in administering Linux and Windows operating systems is required
    • Experience working with firewalls, routers and VPNs
    • Understanding of basic networking protocols, IP addressing and routing
    • Knowledge of video streaming and associated protocols is highly desired
    • Cloud technology experience, such as CDNs, AWS, Google, Microsoft Azure or others, is desirable
    • Experience with scripting and API
    • Experience using a variety of mobile devices

Language Skills

    • Fluency in English required, additional languages are a big plus
    • Ability to write detailed instructions and correspondence

Job Responsibilities

    • Provide first response and troubleshooting to inbound client phone and email tickets.
    • Diagnose and escalate severe issues
    • Provide event services support to customers, as needed
    • Collaborate with Client Support team and leadership to create support processes
    • Collaborate with Client Support team to create documentation for internal processes and customer-facing Help Center
    • Mentor and lead new support team members
    • Work with technical and pre-sales teams to strategize customer solutions
    • Maintain and evaluate IT inventory

Job Responsibilities

    • Provide first response and troubleshooting to inbound client phone and email tickets.
    • Diagnose and escalate severe issues
    • Provide event services support to customers, as needed
    • Collaborate with Client Support team and leadership to create support processes
    • Collaborate with Client Support team to create documentation for internal processes and customer-facing Help Center
    • Mentor and lead new support team members
    • Work with technical and pre-sales teams to strategize customer solutions
    • Maintain and evaluate IT inventory

Education & Experience

    • Bachelor’s Degree in Computer Science or related field, or equivalent work experience preferred
    • Minimum of 2 years general computer skills, with basic knowledge of Microsoft Office
    • Outstanding organizational, interpersonal and administrative skills, as well as excellent attention to detail

General Requirements

    • Strong analytical and problem-solving skills
    • Ability to take initiative, to see issues through to resolution
    • Strong written and verbal communication, with highly professional customer service skills
    • Position will be based remotely
    • Candidate must be available for at least 8 weeks of training at US Eastern Time hours.
    • Must be available for scheduled evening and weekend shifts, as well as some 24/7 on-call support.
    • Must be able to work nights, weekends and holidays

Technical Requirements

    • Experience installing and troubleshooting client devices, network and software issues
    • Strong Linux experience is ideal; seasoned knowledge in administering Linux and Windows operating systems is required
    • Experience working with firewalls, routers and VPNs
    • Understanding of basic networking protocols, IP addressing and routing
    • Knowledge of video streaming and associated protocols is highly desired
    • Cloud technology experience, such as CDNs, AWS, Google, Microsoft Azure or others, is desirable
    • Experience with scripting and API
    • Experience using a variety of mobile devices

Education & Experience

    • Bachelor’s Degree in Computer Science or related field, or equivalent work experience preferred
    • Minimum of 2 years general computer skills, with basic knowledge of Microsoft Office
    • Outstanding organizational, interpersonal and administrative skills, as well as excellent attention to detail

Job Responsibilities

    • Provide first response and troubleshooting to inbound client phone and email tickets.
    • Diagnose and escalate severe issues
    • Provide event services support to customers, as needed
    • Collaborate with Client Support team and leadership to create support processes
    • Collaborate with Client Support team to create documentation for internal processes and customer-facing Help Center
    • Mentor and lead new support team members
    • Work with technical and pre-sales teams to strategize customer solutions
    • Maintain and evaluate IT inventory

General Requirements

      • Strong analytical and problem-solving skills
      • Ability to take initiative, to see issues through to resolution
      • Strong written and verbal communication, with highly professional customer service skills
      • Position will be based remotely
      • Candidate must be available for at least 8 weeks of training at US Eastern Time hours.
      • Must be available for scheduled evening and weekend shifts, as well as some 24/7 on-call support.
      • Must be able to work nights, weekends and holidays

Technical Qualifications

    • B.S. in Engineering, Computer Science, or related IT field
    • Domain expertise in IP networks with considerable Linux, Windows and Networking hands-on experience and knowledge. Ability to demonstrate this knowledge.
    • Strong knowledge of video delivery, network infrastructure, Internet, CDN, mobile computing, cloud services, security and virtualization
    • Strong knowledge of live video workflows for media and broadcast companies including live linear channel and live event contributions and OTT delivery using cloud-based services for content ingest, transcoding, repackaging and delivery
    • Strong knowledge of video codecs and encapsulation techniques
    • Extensive experience with cloud software deployments and platforms (AWS, Azure, GCP, etc.)
    • Demonstrated network troubleshooting skills