Client Support Manager - Waltham, Mass

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

He/She 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 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:

  • Manage support staff and review daily client support tasks
  • Benchmark and provide documented results from various Zixi workflows against client reported issues
  • Maintain and evaluate current and new innovative Zixi workflows in several cloud environments such as GCP, AWS, Azure, Oracle, IBM Watson, EMC/Dell
  • Submit verified bug reports to the Product and Engineering team
  • Maintain comprehensive Helpdesk incidents log for analysis, trending, tracking and performance
  • Manage Zixi NOC and LABs
  • Diagnose, prioritize and resolve company and customer related network or server issues
  • Provide event services support to customers, as needed
  • Function as an escalation point for customers by providing first level support on Zixi-enabled platforms
  • Mentor and lead new Support team members
  • Provide instructions for procedural and technical issues
  • Work with Technical and Pre-Sales teams to strategize customer solutions
  • Maintain and evaluate IT inventory
  • Support and assist Zixi staff in resolving customer issues

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
  • Availability for evening and weekend support coverage, as needed
  • Candidate is expected to work full time out of Zixi headquarters in Waltham, Massachusetts

Technical Requirements:

  • Deep knowledge of Linux operating systems
  • In-depth knowledge of cloud platforms and deployments (e.g., Google Cloud, AWS, Azure)
  • Comprehensive understanding of virtualization environments and systems
  • Experience installing and troubleshooting client devices, network and software issues
  • Seasoned knowledge in administering Linux and Windows operating systems
  • 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 CDNs, AWS, Google, Microsoft Azure (or others) desired
  • Experience using a variety of mobile devices

 Language Skills:

  • Ability to analyze and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documentation
  • Ability to respond to general inquiries from other employees or guests
  • Fluency in English required, second language a plus
  • Ability to write detailed instructions and correspondence
  • Ability to effectively present information in one-on-one and group situations

 Education and/or Experience:

  • Bachelor’s Degree in Computer Science or related field preferred, or equivalent work experience
  • 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