Overview

***This position has a standard schedule of Wednesday – Sunday from 6:00p – 2:00a PST***

About Wurl, LLC.

Wurl is a global streaming network. Our B2B services provide streamers, content companies, and advertisers with a powerful, integrated network to distribute and monetize streaming television reaching hundreds of million of connected televisions in over 50 countries.  This year Wurl was acquired by AppLovin (Nasdaq: APP), an industry-leading mobile marketing ad tech company, bringing together the technology and innovation of the mobile and television industries.  With the merger, Wurl employees enjoy the best of both worlds: the dynamic environment of a 160+ person start-up and the stability of a high-growth public tech company.

Wurl is a fully-remote company that has been recognized for the second year in a row as a Great Place to Work.  Wurl invests in providing a culture that fosters passion, drives excellence, and encourages collaboration to drive innovation. We hire the world’s best to build a bunch of cool stuff on an interface fully integrated with their own from streaming, advertising and software technology to continue to help us disrupt the way the world watches television.

Support Engineer

Reporting to the Director of Customer Support, this role requires a self-starter, who has a passion for people and the desire to see our customers succeed. Our company is growing very rapidly and this role is critical in assisting our expanding customer base grow their channel distribution with Wurl.

The Support Engineer is the first point of contact for our customers seeking technical support within the Wurl Network. The Support Engineer will serve as Tier 1 and Tier 2 support that covers weekdays and weekends from 9 a.m.-6 p.m. Pacific Time.

What You’ll Do

  • Act as the first line of technical support for Wurl’s expansive network of Content Companies and Streamers
  • Provide customer support and technical issue resolution via ticketing system, email and virtual meetings
  • Communicate in a professional, timely and efficient manner, striving to meet the company’s SLA
  • Deescalate high-profile customer issues to promote confidence in the Wurl brand, while working expeditiously to solve the issue raised
  • Assist Operations and Sales teams to promote customer success
  • Write articles to improve the company’s  knowledge base while maintaining accuracy and relevance of existing documentation
  • Build a strong technical understanding of Wurl’s products
  • Work with fellow support team members to propagate knowledge and transfer issues across many shifts
  • Understand Wurl end-to-end workflow to quickly resolve or escalate issues
  • This position will require on-call shifts and weekend shifts

Qualifications

  • 2 years’ experience in technical support role in digital video delivery space
  • Experience of 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, 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 shift and weekend shifts
  • BA/BS degree or equivalent

What We Offer

  • Competitive Salary
  • Strong Medical, Dental and Vision Benefits, 90% paid by Wurl
  • Remote First Policy
  • Flexible Time Off
  • 12 US Holidays
  • 401(k) Matching
  • Pre-Tax Savings Plans, HSA & FSA
  • Ginger, Aaptiv and Headspace Subscriptions for Mental and Physical Wellness
  • OneMedical Subscription for 24/7 Convenient Medical Care
  • Paid Maternity and Parental Leave for All Family Additions
  • Discounted PetPlan
  • Easy at Home Access to Covid Testing with empowerDX
  • $1k 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.

At Wurl, we value work-life harmony and believe that family and mental health should always come first.  Our team is fiercely passionate and contagiously enthusiastic about what we are building.  While we are seeking those who know our industry, there is no perfect candidate and we want to encourage you to apply even if you do not meet all requirements.