L1 Support Engineer

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 L1 Support is the first line of defense for JWX’s live-streaming and video platform - monitoring infrastructure in real time, triaging incidents, and keeping customer streams running. It’s a technical operations role: you’ll be in Zendesk, AWS, reading CloudWatch metrics, debugging Zabbix alerts, and - for engineers who want it - building the internal tools the team runs on. What you’ll do Proactively and reactively monitor JWX platform services, infrastructure, and live video streams (AWS CloudWatch, Zabbix, MediaLive) Triage incoming alerts and support tickets: diagnose root cause, resolve directly when you can, escalate with a clear technical summary when you can’t Work hands-on in the AWS Console (EC2, CloudWatch, MediaLive) and Windows server environments to investigate live incidents Document issues, resolutions, and runbooks for the team’s knowledge base Contribute to incident management processes end-to-end Opportunity to build and improve the team’s internal tooling - automation, dashboards, and scripts that remove manual steps from the NOC workflow (several current internal tools were built by L1 engineers on this team) Participate in the 24/7/365 L1 Support shift rotation (8-hour shifts) Technical skills we’re looking for Comfortable navigating the AWS Console - EC2 instance details, CloudWatch metrics and dashboards (reading error rates, latency, host health against thresholds) Understanding of streaming protocols - HLS (.m3u8) and DASH (.mpd) manifests, enough to reason about a broken or degraded stream Comfortable using Postman or a similar API client to inspect/debug requests Familiarity with monitoring/alerting tools (Zabbix or equivalent) - triaging an alert, checking whether the underlying resource is actually still a problem Basic CDN concepts (origin vs. edge, why a stream might resolve differently per region) Other requirements Demonstrated proactive troubleshooting ability - through experience, projects, or coursework Able to manage high workloads and multiple concurrent workstreams against SLAs Self-starting, curious, and comfortable owning a problem until it’s actually fixed Strong written and spoken English Bonus points Prior experience in an infrastructure, network operations, DevOps, or software support role Scripting or automation experience (Bash/Python) not required day-to-day, but genuinely useful for engineers who want to build internal tooling Familiarity with video technology / streaming workflows beyond the basics Experience writing technical documentation for internal or client use Relevant degree, apprenticeship, or certification in IT, Computer Science, or a related field Check out our website and social channels: JWX LinkedIn Instagram X 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.