Careers

Support Engineer

This role reports to the Director of Operations and requires a self-starter, a passion for people, and a desire to see our customers succeed. Our company is growing very rapidly, and the support engineer will be responsible for covering a shift Tuesday through Saturday from 4 p.m. to 12 a.m. Pacific Standard Time.

The Support Engineer is the first point of contact for our customers seeking technical support within the Wurl Network. This role will act as Tiers 1 and 2 support for Video Producers and Video Services connected to the Wurl Network.

What you'll do:

• Act as the first line of technical support for Video Producers and Video Services

• Provide customer support and technical issue resolution regarding Wurl Portfolio via the ticketing system and other means if necessary.

• Communicate in a professional, timely, and efficient manner, striving to meet the company’s SLA.

• Deescalate customers in order to satisfactorily address their issue

• Assist Operations and Sales team to promote customer success.

• Write articles to improve our knowledge base. Keep existing ones fresh and relevant.

• Build a strong technical understanding of our products.

• Work with other team members to propagate knowledge and transfer issues among the different shifts.

• Understand Wurl end-to-end workflow to quickly resolve or escalate issues

• This position will require on-call shift rotations

• The work schedule will be Tuesday-Saturday from 4pm-Midnight PST 

Qualifications:

• 2 years experience in a technical support role in digital video delivery space

• Experience in ticketing systems and administration, especially Zendesk and Jira

• Knowledge of transcoding, video streaming file formats, and video codecs

• Strong understanding of 24/7 linear delivery formats such as HLS, MPEG-TS, and VOD/Schedule delivery as JSON, XML, and MRSS.

• Strong understanding of video delivery methods such as MRSS, S3, and SFTP

• Knowledge of Closed Caption formats and workflows

• Ability to read and understand metrics on monitoring dashboards related to Ad Performance, CDN performance, HLS errors, etc

• Excellent written and verbal communication skills

• Strong organizational, time management, and problem-solving skills

• This position will require on-call shifts and weekend shifts (on rotation)

• BA/BS degree or equivalent 

 What We Offer

• Competitive Salary

• Strong Medical, Dental and Vision Benefits, 90% paid by Wurl

• Remote First Policy

• Employee Stock Purchase Plan through AppLovin

• Discretionary Time Off, with a minimum of 4 weeks of time off

• 13 US Holidays

• 401(k) Matching

• Pre-Tax Savings Plans, HSA & FSA

• Carrot and Headspace Subscriptions for Family Planning & Mental Wellness

• OneMedical Subscription for 24/7 Convenient Medical Care

• Paid Maternity and Parental Leave for All Family Additions

• Discounted PetPlan

• $1,000 Work From Home Stipend to Set Up Your Home Office 

Few companies allow you to thrive like you will at Wurl. You will have the opportunity to collaborate with the industry’s brightest minds and most innovative thinkers. You will enjoy ongoing mentorship, team collaboration and you will understand what we mean by ‘human connection”.  You will be proud to say you're a part of the company revolutionizing TV.

Wurl provides a competitive total compensation package with a pay for performance rewards approach. Base compensation at Wurl is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience. Depending on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical and other benefits.

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