L1 Support Engineer
JWP Connatix
About JWX (former JWP Connatix):
JWX’s mission is to provide technology that empowers media businesses to connect their content with consumers across every platform. We help publishers transform content into multi-format experiences, reach audiences wherever attention moves, and strengthen monetization in a fragmented landscape. As part of the broader ecosystem, JWX also supports streaming companies and advertisers with solutions built for how modern media is distributed and consumed.
- 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.
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 JWX platform services, infrastructure, and video streams.
- Offer email support for a wide range of JWX 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 JWX, Macedonia:
- Private Medical Insurance
- 25 Paid Time Off
- 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.