Senior Technical Support Engineer
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Job Location:
Boston, NH - USA
Yearly Salary:
$ 89000 - 99000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Teamwork makes the stream work.
Roku is changing how the world watches TV
Roku is the #1 TV streaming platform in the U.S. Canada and Mexico and weve set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love enable content publishers to build and monetize large audiences and provide advertisers unique capabilities to engage consumers.
From your first day at Roku youll make a valuable - and valued - contribution. Were a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
About the Team
Our IT team is a dynamic group of 18 skilled technicians strategically located across the globe united by a shared commitment to excellence innovation and seamless collaboration. Despite the geographical distances we operate as a tightly knit unitleveraging time zones to our advantage and ensuring round-the-clock support and progress. Each team member brings a unique blend of regional insight technical expertise and cultural perspective enriching our collective problem-solving capabilities. From infrastructure management and cybersecurity to application support and cloud solutions we cover a broad spectrum of IT services with precision and agility.
About the Role
We are looking for a Senior Technical Support Engineer to provide enterprise-level assistance to internal 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. Strong problem-solving skills stakeholder empathy and experience with ticketing systems remote support tools and enterprise applications are essential.
For Massachusetts Only - The estimated annual salary for this position is between $89000 - $99000 annually. Compensation packages are based on factors unique to each candidate including but not limited to skill set certifications and specific geographical location. This role is eligible for health insurance equity awards life insurance disability benefits parental leave wellness benefits and paid time off.
What Youll Be Doing
- 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
Were Excited If You Have
- 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
#LI-SSC
Our Hybrid Work Approach
Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy.
Benefits
Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical dental and vision) life accident disability commuter and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. Its important to note that not every benefit is available in all locations or for every role. For details specific to your location please consult with your recruiter.
Accommodations
Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process please direct your inquiries to .
The Roku Culture
Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the companys success rather than their own. We try to surround ourselves with people who are great at their jobs who are easy to work with and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. Were independent thinkers with big ideas who act boldly move fast and accomplish extraordinary things through collaboration and short at Roku youll be part of a company thats changing how the world watches TV.
We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers which itself is a two-part idea. We come up with the solution but the solution isnt real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation one that has served us well since 2002.
To learn more about Roku our global footprint and how weve grown visit providing your information you acknowledge that you want Roku to contact you about job roles that you have read Rokus Applicant Privacy Notice and understand that Roku will use your information as described in that notice. If you do not wish to receive any communications from Roku regarding this role or similar roles in the future you may unsubscribe at any time by emailing .
Required Experience:
Senior IC
Key Skills
- Database
- Jira
- Linux
- Bank
- Java
