Senior Technical Services Engineer, Roku
Convenient and affordable TV streaming players
Be an early applicant
Convenient and affordable TV streaming players
1001+ employees
Be an early applicant
1001+ employees
Company mission
To provide its users with a more convenient and cost effective way of watching the programs they love.
Role
Who you are
- Minimum 4+ years of IT support experience
- Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing
- Hands on experience using and/or troubleshooting Microsoft Windows 10 Microsoft Office 365 and MacOS
- Knowledge or of experience with wireless troubleshooting, all flavors of IEEE 802.11x (WiFi)
- Understanding of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall, Wireless
- Ability to think around problems and come up with creative solutions
- Ability to work on tasks, and projects with minimum supervision
- Experience with Mobile Device Management platforms (i.e. Jamf, Intune)
- Experience supporting Atlassian products; Confluence, Jira, Jira Service Desk, Insight
- Experience with Microsoft SaaS products; SharePoint, O365, Azure
- Experience working with cloud and/or SaaS applications is a plus
- Microsoft certifications, Network+ or Cisco CCNA certified is a plus
- Diagnostic and test tools such as Network Sniffers (Wireshark), Data generators (iPerf & ixChariot etc.)
- In depth network concepts and protocols such as RPC, DNS, DHCP, WINS, TCP/IP, OSI, Kerberos, NTLM
- Experience with Linux OS’s preferable Ubuntu
What the job involves
- Our Global IT Support team keeps Roku employees productive by delivering reliable, high-quality technical support across our offices worldwide. Made up of 16 engineers across EMEA, APAC, and the US, we work together to ensure our colleagues have the technology and support they need to do their best work
- As part of our Cambridge-based team, you'll support around 450 employees across a diverse range of technologies and services. While each engineer manages their own work, collaboration is at the core of how we operate. We believe the best solutions come from working together, sharing knowledge, and supporting one another whenever challenges arise
- We're looking for someone who enjoys solving problems, values teamwork, and wants to be part of a supportive, globally connected IT organization. You'll partner closely with colleagues across regions and have the opportunity to make a meaningful impact on the day-to-day experience of Roku employees
- Serve as the initial point of contact for resolution of desktop/laptop related problems
- Respond to Service Desk calls, walk-up support, incidents and tasks, following in-house procedures and escalation processes received through Roku’s ticketing system
- Provide support services to Roku employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, MacOS
- Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve minor to major hardware, software and networking issues
- Troubleshoot research, diagnose, document and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, other special applications, VPN, internet connections and hardware/peripheral equipment
- Responsible for timely resolution of problems or escalation on behalf of internal customer to appropriate support teams
- Assist with Gen Experience working in a challenging and fast paced environment, must work well under sustained pressure, be self-motivated with a strong sense of ownership, can-do attitude, urgency, and drive
- Experience working in a challenging and fast paced environment, must work well under sustained pressure, be self-motivated with a strong sense of ownership, can-do attitude, urgency, and drive
Our take
According to Nielsen data, the average streamer spends over seven minutes searching for something to watch. Streaming services use customers' viewing history to make suggestions, but these are limited to programs licensed for that particular service.
Roku provides an integrated streaming service that offers TV channels, movies and third-party streaming services, resulting in an all-in-one streaming platform. The service can be accessed through a variety of customized subscription packages and fees.
Roku stands out in the streaming industry by bringing many competitors together in one package. The startup provides further innovative services such as a weekly TV series named 'Roku Recommends' which uses first-party data to recommend essential viewing to users. Alongside funding filmmakers through its "Change Makers Program", Roku also acquired its own original library of shows through its acquisition of now-defunct Quibi's library in 2021. After successful collaborations with TCL and Hisense, the first in-house "Roku Television" was released in 2023, further exemplifying the streaming company's wider ambitions in the media sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jan 2016
$45.5m
LATE VC
Nov 2015
$45.5m
SERIES H
Total funding: $247.8m
Company benefits
- Medical, wellness and financial benefits
- Unlimited paid time off policy
- Work from home opportunities
Company HQ
Newhall, San Jose, CA
Leadership
Anthony Wood
(Founder & CEO)Studied Engineering at Texas A&M before founding their first company in 1986. They held VP roles at both Adobe and Netflix.
Salary benchmarks
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