Remote Technical Support Specialist

About Us & Position  Overview

ATX Networks is a leading provider of media distribution technology and services. As a Technical Support Specialist on our Program Delivery & Customer Support team, you will be the connective tissue between our customers and our delivery operations — ensuring clients receive timely, expert support and that programs run smoothly end to end.

This is a mid-level role suited to someone who thrives in a fast-moving environment, is comfortable owning issues from first contact through resolution, and brings a solid understanding of media distribution workflows.

Key Responsibilities:

Customer Support

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• Serve as a primary point of contact for customer inquiries via phone, email, and ticketing systems
  
• Manage the full support lifecycle — intake, triage, escalation, resolution, and follow-up — with a focus on quality and speed
  
• Maintain accurate and up-to-date case records in the CRM/ticketing platform
  
• Build strong working relationships with client contacts and proactively surface recurring issues
  

Technical Troubleshooting

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• Diagnose and resolve technical issues related to media distribution platforms, signal delivery, and program scheduling
  
• Coordinate with internal engineering and operations teams to escalate complex incidents and track resolution
  
• Document technical findings and contribute to a growing internal knowledge base
  

Program Coordination

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• Support the end-to-end delivery of media distribution programs, monitoring milestones and flagging risks
  
• Liaise between customers, vendors, and internal stakeholders to ensure program requirements are met on schedule
  
• Track deliverables, maintain program status logs, and assist with post-delivery review
  

Internal Reporting & Team Support

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• Compile support metrics and prepare regular performance and status reports for team leads
  
• Identify trends in customer issues and contribute to process improvement initiatives
  
• Support onboarding and knowledge sharing for new team members
  
• Collaborate cross-functionally with sales, engineering, and operations on customer-facing commitments
  

Qualifications:

Required:

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• 3–5 years of experience in a customer support, technical support, or program coordination role
  
• Demonstrated experience in the media, broadcast, or cable/satellite distribution industry
  
• Strong written and verbal communication skills, including the ability to translate technical issues for non-technical audiences
  
• Proven ability to manage multiple concurrent cases or projects under time pressure
  
• Comfortable working independently in a remote or hybrid environment with minimal supervision
  

Nice to Have:

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• Jira and Salesforce: hands-on experience using both platforms for ticket management, case tracking, and customer reporting
  
• Linux proficiency: comfortable working in a Linux environment for diagnostics, log extraction, and basic system operations
  
• Cable network technology: familiarity with core cable and media distribution concepts including signal modulation, RF fundamentals, video encoding & transport fundamentals as well as advanced level knowledge IP networking fundamentals
  
• Cloud-based remote access: experience using cloud tools to SSH into field devices — extracting logs, clearing disk space, capturing video samples, or performing remote diagnostics
  
• Exposure to program or project management methodologies (PMP, CAPM, or equivalent)
  

Role Requirements:

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• Participation in after-hours & weekend on-call coverage rotation
  
• Ability to travel up to 25% of working days primarily within North America, with some potential for International travel
  

Why Join Us?

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• A collaborative, mission-driven team at the intersection of technology and media
  
• Flexible remote/hybrid work arrangement
  
• Competitive compensation and benefits package
  
• Opportunities to grow within program delivery, technical support, or customer success functions
  
• Direct exposure to a broad portfolio of media distribution products and customers
  

This can be a remote role in Ontario or in the U.S