Job details

L1 Support Engineer

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About JWP Connatix:

JWP Connatix is the most comprehensive independent video technology and monetization platform, helping broadcasters, publishers, and advertisers deliver premium streaming and online video experiences while maximizing video revenue across all screens. The company offers an end-to-end platform that streamlines live and on-demand video with hybrid monetization models, unique data and insights, unmatched customer service, and the largest independent premium video marketplace, providing the entire media ecosystem with enhanced scale, transparency, and revenue.

Our video players are embedded directly on publisher sites including Accuweather, Axel Springer, Dotdash Meredith, McClatchy, Penske Media Co., and more.
We work with leading brands and agencies including American Express, Citi, Dentsu, Mars, UM, and more helping them target ads against our publishers’ video content.
We power streaming for over 2,000 blue-chip media companies, including 80% of the top 25 Comscore US publishers. As the largest independent global video network across CTV and OLV, we reach over 1B unique users and deliver 30B+ combined video plays and ad impressions every month.

Work Policy:
This is a remote opportunity. However, to align with our operational needs, we can only consider candidates residing in the same country as the job posting. This means applicants located outside the job’s designated country will not be considered, and relocation assistance is unavailable.

The L1 Support team:
The Level 1 Support team plays an integral role in the customer lifecycle and is often the initial point of contact for customers and content viewers encountering technical issues. Our top priority is to provide an industry-leading customer experience, fostering strong relationships with our clients and ensuring their ongoing collaboration with us.

The Opportunity:

Perform proactive and reactive monitoring of JW Connatix platform services, infrastructure, and video streams.
Offer email support for a wide range of JW Connatix platform issues to assist both customers and content viewers.
Conduct initial triage on support issues, resolving them when possible, and escalating others to the appropriate teams.
Ensure all issues and resolutions are documented in our help desk software.
Provide training and documentation for fellow support team members.
Share identified best practices from daily work with colleagues in different departments.
Utilize AWS technologies and monitoring tools like Zabbix and CloudWatch.
Work with Windows servers.
Contribute to incident management processes.
Participate in the 24/7/365 L1 Support team's 8-hour-shift rotation schedule.

Requirements for the role:

Display passion for technology, whether through qualifications, job experience, or personal projects.
Demonstrate proactive troubleshooting abilities for technical issues.
Be willing to actively engage in day-to-day operational tasks, manage high workloads, and handle multiple workstreams simultaneously.
Exhibit the capability to adhere to service level agreements and effectively prioritize workloads accordingly.
Embrace a self-starting attitude, displaying curiosity and a penchant for problem-solving.
Possess excellent communication skills in English, both written and spoken.
Project an outgoing, highly organized, disciplined, and adaptable demeanor with exceptional communication skills.

Bonus Points:

Prior experience in an infrastructure, network operations, or software support role.
Familiarity with video technology.
Proven experience in writing documentation for internal and client use.
Relevant college degree, apprenticeship, or certification in IT, Computer Science, or a related field.

Perks & Benefits of being at JW Connatix, North Macedonia:

Private Medical Insurance
25 Paid Time Off + Mental Health Fridays
Professional Career Development Program
New Employee Home Office Setup Stipend
Mentorship Program
Monthly Connectivity Stipend

*Benefits are subject to location and can change at the discretion of the Company.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, and/or disability status.

Check out our website and social channels:

JWP Connatix

What You Should Know About L1 Support Engineer, JWP Connatix

If you're eager to kick-start your career in the tech world, joining JW Connatix as an L1 Support Engineer in North Macedonia is an awesome opportunity! In this dynamic role, you'll be the vital first point of contact for our customers and content viewers who encounter technical hiccups. Your main task? To ensure the smooth operation of our cutting-edge video technology platform, connecting users with premium video experiences. You'll dive into proactive and reactive monitoring, ensuring everything is running smoothly, from infrastructure to video streams. The team thrives on problem-solving, and your troubleshooting skills will shine as you handle a variety of support issues via email. We encourage you to engage in training fellow support team members and share best practices across departments. Plus, you’ll have the chance to apply your knowledge of AWS technologies and monitoring tools like Zabbix and CloudWatch while working with Windows servers. As you triumph over challenges, you'll develop strong relationships with our clients and empower them through exceptional support. With a commitment to maintaining service-level agreements and a flair for organization, you'll navigate multiple workstreams with ease. So if you're passionate about technology and ready to embark on an exciting journey with a leading video monetization platform, JW Connatix is eager to welcome you onboard!

Frequently Asked Questions (FAQs) for L1 Support Engineer Role at JWP Connatix

What are the responsibilities of an L1 Support Engineer at JW Connatix?

As an L1 Support Engineer at JW Connatix, your responsibilities will include proactive and reactive monitoring of our video platform services, managing email support for a variety of platform-related issues, conducting initial triage and resolution of support requests, and documenting all issues in our help desk software. You'll also be involved in training new team members and sharing best practices throughout the organization.