Senior Technical Support Engineer, Roku
$89-99k
+ Equity awards
Convenient and affordable TV streaming players
Be an early applicant
Convenient and affordable TV streaming players
1001+ employees
Be an early applicant
$89-99k
+ Equity awards
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
- Strong problem-solving skills, stakeholder empathy, and experience with ticketing systems, remote support tools, and enterprise applications are essential
- Minimum 5+ years of IT support experience
- Experience with Mobile Device Management platforms (i.e., JAMF, Intone)
- Experience supporting Atlassian products: Confluence, Jira, Jira Service Management, Assets
- Experience with Microsoft SaaS products: SharePoint, OneDrive, O365, Azure
- Microsoft certifications like Network+ or Cisco CCNA are a plus
- In-depth network concepts and protocols such as RPC, DNS, DHCP, TCP/IP, and the OSI model
- Excellent knowledge of Windows and Mac OS
- Intermediate knowledge of Linux
- Excellent written and verbal communication skills, with a focus on technical or instruction-oriented writing and on clearly communicating complicated concepts over the phone, in person, and in writing
- Hands-on experience using and/or troubleshooting Microsoft Windows 11, Microsoft Office 365, and macOS, Linux distro, Ubuntu
- Good understanding of wire and wireless troubleshooting, all flavors of IEEE 802.11x
- Knowledge of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall
- Creativity - the ability to think around problems and come up with creative solutions- is helpful
What the job involves
- We are looking for a Senior Technical Support Engineer to provide enterprise-level assistance to internal teams
- In this role, you will diagnose and troubleshoot software, hardware, and network issues across diverse platforms, perform root-cause analysis, and guide employees through resolution steps
- You will triage and prioritize incoming requests, maintain SLAs, and escalate complex incidents to engineering while ensuring clear, timely communication
- You will document fixes, create knowledge base articles, and recommend process improvements to reduce repeat issues
- You will participate in on-call rotations, monitor system health, and proactively address emerging problems
- Serve as the initial point of contact for the resolution of issues involving: access, computer systems (laptops, desktops, VDI), applications, network, hardware, software, printers, conference rooms
- Monitor the internal Helpdesk Channel and act on requests
- Respond to service requests, incidents, and tasks, following in-house procedures and escalation processes, utilizing our ticketing system
- Provide support services to Roku employees with a wide range of technical problems and information technology issues, including, but not limited to: Microsoft products, cloud conferencing solutions, Adobe products, etc
- Perform installations, configurations, upgrade tasks, and troubleshooting of operating systems, software, and networking issues
- Troubleshoot research, diagnose, document, and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, VPN, and other special applications
- Responsible for timely problem resolution or escalation on behalf of customers to the appropriate support teams
- Provide support to configure mobile devices and apps. (e.g., MFA, Slack, Zoom, Teams)
- Work independently with limited daily instruction
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
- Free snacks and access to the company fitness center
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.
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