Technical Support Engineer 1, Resi

Technical Support Engineer I

Location: Hybrid (3 days in office per week) in Allen TX or Colorado Springs CO only

About the Role:

Resi Media LLC a Pushpay company is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service having one of the highest satisfaction rates in the media industry.

We are looking for a Technical Support Engineer I who uses independent judgment in providing information technical assistance and support to Resi customers. Technical Support Engineer I provide technological systems support maintenance and testing for upkeep of customer systems; troubleshoots and resolves system hardware software and network failures and conflicts. A Technical Support Engineer I is typically the first contact many customers have with the company.

Ranked number 10 by Seattle Business Magazine in the Washingtons 100 Best Companies to Work For list in the large companies category for 2024; and named as one of BuiltIn Best Places to Work in Seattle Denver and Dallas for 2025.

Benefits and Compensation:

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career we offer:

• 100% employer-paid premiums for Medical HDHP Plan Dental and Vision for employee

• 70% employer-paid premiums for Medical PPO Plan for employees and Medical Dental and Vision for dependents

• 401K match

• Hybrid work model - 3 days in the office / 2 days remote each week

• 12 paid Company Holidays

• 2 paid Volunteer Time Off days

• 15days PTO to start increases with tenure and seniority.

• Paid parental and adoption leave

• Compensation Range: $43200 - $49920 depending on location.

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range individual pay is determined by work location and additional factors including job-related skills experience and relevant education or training.

What Youll Do:

• Deliver prompt and effective support to customers through established support channels (ticketing system live chat phone email) addressing their needs and resolving technical issues both reactively and proactively. Must maintain clear and accurate communication to ensure their streaming concerns are thoroughly addressed.
• Follow existing processes for new customer onboarding daily support procedures and long-term customer success.
• Complete general product training as defined by published documentation
• Provide frontline support and incident triage.
• Provide timely responses and resolutions to customers via email and phone (reactive) frequently communicating with customers about their Resi needs and technical tickets or troubleshooting. Must be able to exchange accurate information in these situations.
• Collaborate with cross-functional teams in product development hardware billing sales and other departments to resolve known and prevent future issues (proactive).
• Write detailed bug reports for customer reported bugs.
• Dedication to continuous learning within the streaming and AV space in order to maintain a high level of support quality.
• Proactively identify patterns in support issues and escalate trends to Support Leadership for further investigation and resolution.

What Youll Bring:

• 1 year support experience with an online service product
• 1 year experience with professional audio and video equipment and AV production system design
• Working knowledge of IT networking computer hardware and software concepts
• Ability to work in dynamic and constantly evolving environments.
• Must possess excellent interpersonal skills with the ability to effectively de-escalate challenging customer interactions while maintaining a calm and professional demeanor.
• Ability to work a flexible schedule including weekends evenings and holidays.
• Preferred experience in AV production with large live stream events such as music or web
• Bilingual / Spanish Fluency to support our international customers.

Work Environment & Physical Demands:

Prolonged periods of sitting at a desk and working on a computer will be required. This role consistently operates standard office equipment such as computers and phones. This is largely a sedentary role but may occasionally require lifting up to 50 pounds walking bending or standing as necessary. This description reflects managements assignment of essential functions it does not prescribe or restrict the tasks that may be assigned.

If you require a modification to your work equipment or furniture please contact the People Team -

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About Pushpay

Pushpay helps organizations and communities come to gather & stay connected strengthening community connection and belonging through our suite of mobile apps management software and giving technology. Our 550 Pushpay teammates support 10000 customers as they drive social good and were honored to have processed over $15 billion in charitable giving. Were growing fast including some exciting acquisitions in recent years and we need driven talent. Join Pushpay and grow with us!