L1 Support Engineer
About the role
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