Technical Support Engineer

Job Description

Overview

Amperwave helps broadcasters, pure plays and on-demand publishers monetize streaming digital audio audiences. As a Technical Support Engineer, you will support our customers' needs including, but not limited to, the installation, maintenance, and daily product support of proprietary software and services. In addition to being responsible for general support related activities you will also interface with Engineering and Sales on a daily basis. If you consider yourself a computer guru and thrive in a fast-paced environment, this is a fantastic opportunity in the IT/Engineering field.

Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, as well as internal and external equity.

Audacy offers full time employees with a comprehensive benefits package to include: health care coordinator, medical, dental, vision, telemedicine, flexible spending accounts, health savings account, disability, life insurance, critical illness, hospital indemnity, accident insurance, paid time off (sick, vacation, personal, parental, volunteer), 401(k) retirement plan, discounted employee stock purchase, student loan payment assistance program, legal assistance, life assistance program, identity theft protection, discounted home and auto insurance, and pet insurance.

Responsibilities

What You'll Do:
• General helpdesk support and knowledge base management. We use Zendesk.
• Work directly with clients to install and configure Streaming and On Demand software
• Provide technical guidance and information to users.
• Become an expert with our ad server, streaming servers, podcasting platform and all related services such as web players, and API integrations with 3rd parties
• Provide basic software support and troubleshooting for clients, partners and internal departments by resolving or recommending solutions to their issues
• Use remote access protocols to maintain our proprietary streaming software located within client networks and assist the customer in identifying networking, software, or hardware related issues
• Create and maintain documentation for internal and external needs
• Work with web-related technologies, basic JavaScripting, API troubleshooting and more
• Assist as needed in special projects ranging from data entry to building custom tools or reports
• Effectively communicate product bugs and issues to management and established groups.
• Rotate through on-call shifts with the rest of the team. General working hours are 8-5.

Qualifications

More About You:

Required:
• Associates degree in a Computer Science/Information Technology related field or equivalent experience
• Exceptional computer skills primarily with Windows Operating Systems, networking, and hardware
• Excellent verbal and written communications skills are required
• Effectively communicate to a technical or non-technical audience
• Basic understanding of web technologies and techniques (JavaScript, HTML)
• A solid grasp of the Microsoft Office Suite, Google Docs and Jira
• Strong attention to detail while being self-directed
• Able to balance competing tasks in a rapidly changing environment
• Enthusiasm for new technology and strong team spirit
• Ability to troubleshoot and resolve technical issues is a MUST.

Preferred:
• Experience in the radio broadcast, advertising or streaming industry is a plus
• Knowledge of streaming media protocols: HTTP Live Streaming (HLS), and Icecast.
• Experience with audio engineering is a plus

Vaccination Requirements

To help promote and ensure the safety of all of our employees and the communities we serve, we require all incoming employees to be fully vaccinated against the coronavirus. If hired, you will be required to provide proof of vaccination, which will be kept confidential. If you are not vaccinated, or partially vaccinated currently, but willing to become fully vaccinated, we invite you to still apply.

Audacy is committed to providing a safe and inclusive work environment for all and we recognize that some individuals may have a sincerely held religious belief as it pertains to the practice of immunization or a medical disability which may prevent them from becoming vaccinated. Individuals who cannot be fully vaccinated due to a sincere religious belief or medical disability may request an accommodation. We request that you refrain from discussing religious beliefs or medical conditions during the interview process. If you believe you need an accommodation, you will have an opportunity to submit your request during the interview process. All requests for accommodation will remain confidential and reviewed by selected individuals within the HR department. We cannot guarantee that all requests for accommodation will be granted. Please refer to our EEO policy and statement below.

Responsibilities:

What You'll Do:
- General helpdesk support and knowledge base management. We use Zendesk.
- Work directly with clients to install and configure Streaming and On Demand software
- Provide technical guidance and information to users.
- Become an expert with our ad server, streaming servers, podcasting platform and all related services such as web players, and API integrations with 3rd parties
- Provide basic software support and troubleshooting for clients, partners and internal departments by resolving or recommending solutions to their issues
- Use remote access protocols to maintain our proprietary streaming software located within client networks and assist the customer in identifying networking, software, or hardware related issues
- Create and maintain documentation for internal and external needs
- Work with web-related technologies, basic JavaScripting, API troubleshooting and more
- Assist as needed in special projects ranging from data entry to building custom tools or reports
- Effectively communicate product bugs and issues to management and established groups.
- Rotate through on-call shifts with the rest of the team. General working hours are 8-5.

Jobcode: Reference SBJ-rbp4v6-3-147-66-178-42 in your application.