Support Technician 1 (Streaming/AV)

TL;DR

Support Technician 1 (Streaming/AV): Providing technical assistance and system maintenance for ultra-reliable live streaming services with an accent on hardware, software, and network troubleshooting. Focus on incident triage, customer onboarding, and collaborating with cross-functional teams to resolve streaming failures.

Location: Hybrid (3 days in office per week) in Allen, TX or Colorado Springs, CO only

Salary: $23.21 - $25.22 per hour

Company

hirify.global (Resi Media) is a technology leader providing ultra-reliable live streaming services for thousands of organizations globally.

What you will do

• Deliver prompt technical support to customers via ticketing systems, live chat, phone, and email.
• Manage new customer onboarding and follow daily support and success procedures.
• Perform frontline support and incident triage to resolve streaming concerns.
• Collaborate with product development, hardware, and billing teams to resolve and prevent issues.
• Create detailed bug reports based on customer feedback.
• Analyze support patterns and escalate trends to leadership for investigation.

Requirements

• 1 year of support experience with an online customer-facing service product.
• 1 year of experience with professional audio/video equipment and AV production system design.
• Working knowledge of IT, networking, and computer hardware/software specifically for AV infrastructure.
• Ability to work a flexible schedule, including weekends, evenings, and holidays.
• Must be based in Allen, TX or Colorado Springs, CO.

Nice to have

• Bilingual fluency in Spanish.

Culture & Benefits

• 100% employer-paid premiums for Medical HDHP, Dental, and Vision for employees.
• 401K matching program.
• Hybrid work model with 3 days in office and 2 days remote per week.
• 15 days of starting PTO, increasing with tenure and seniority.
• Paid parental and adoption leave.
• 12 paid Company Holidays and 2 paid Volunteer Time Off days.