Support Engineer

Remote - United States

About Wurl, LLC.

At Wurl, our mission is to create innovative technologies and services that help accelerate the shift to streaming. Our market-leading technologies for monetization, advertising, and distribution help publishers, streamers, and advertisers maximize revenue, grow Connected TV viewership, and strengthen brand value. At our core, we are innovators focused on driving the streaming industry forward by connecting the right viewers to the right content.

In 2022, Wurl was acquired by AppLovin (Nasdaq: APP), the leading marketing platform, giving our employees the best of both worlds: the dynamic environment of a 150+ person startup as well as the stability of a high-growth public tech company. We invest in providing a culture that fosters passion, drives excellence, and encourages collaboration to drive innovation. Wurl is  a fully-remote company that has been globally recognized for our people and technology, having been named a Great Place to Work by Fortune in 2021 and 2022; an Ad Tech Company of the Year finalist by the UK Business Tech Awards in 2023; Best Publisher Platform by the Digiday Media Awards in 2023; and FAST Innovation of the Year by The VideoTech Innovation Awards in 2022.

Support Engineer


This role reports to the Director of Operations and requires a self-starter, a passion for people, and a desire to see our customers succeed. Our company is growing very rapidly, and the support engineer will be responsible for covering a shift Tuesday through Saturday from 4 p.m. to 12 a.m. Pacific Standard Time.

The Support Engineer is the first point of contact for our customers seeking technical support within the Wurl Network. This role will act as Tiers 1 and 2 support for Video Producers and Video Services connected to the Wurl Network.

 

What you'll do:

  • Act as the first line of technical support for Video Producers and Video Services

  • Provide customer support and technical issue resolution regarding Wurl Portfolio via the ticketing system and other means if necessary.

  • Communicate in a professional, timely, and efficient manner, striving to meet the company’s SLA.

  • Deescalate customers in order to satisfactorily address their issue

  • Assist Operations and Sales team to promote customer success.

  • Write articles to improve our knowledge base. Keep existing ones fresh and relevant.

  • Build a strong technical understanding of our products.

  • Work with other team members to propagate knowledge and transfer issues among the different shifts.

  • Understand Wurl end-to-end workflow to quickly resolve or escalate issues

  • This position will require on-call shift rotations

  • The work schedule will be Tuesday-Saturday from 4pm-Midnight PST 

 

Qualifications:

  • 2 years experience in a technical support role in digital video delivery space

  • Experience in ticketing systems and administration, especially Zendesk and Jira

  • Knowledge of transcoding, video streaming file formats, and video codecs

  • Strong understanding of 24/7 linear delivery formats such as HLS, MPEG-TS, and VOD/Schedule delivery as JSON, XML, and MRSS.

  • Strong understanding of video delivery methods such as MRSS, S3, and SFTP

  • Knowledge of Closed Caption formats and workflows

  • Ability to read and understand metrics on monitoring dashboards related to Ad Performance, CDN performance, HLS errors, etc

  • Excellent written and verbal communication skills

  • Strong organizational, time management, and problem-solving skills

  • This position will require on-call shifts and weekend shifts (on rotation)

  • BA/BS degree or equivalent 

 

 What We Offer

  • Competitive Salary

  • Strong Medical, Dental and Vision Benefits, 90% paid by Wurl

  • Remote First Policy

  • Employee Stock Purchase Plan through AppLovin

  • Discretionary Time Off, with a minimum of 4 weeks of time off

  • 13 US Holidays

  • 401(k) Matching

  • Pre-Tax Savings Plans, HSA & FSA

  • Carrot and Headspace Subscriptions for Family Planning & Mental Wellness

  • OneMedical Subscription for 24/7 Convenient Medical Care

  • Paid Maternity and Parental Leave for All Family Additions

  • Discounted PetPlan

  • $1,000 Work From Home Stipend to Set Up Your Home Office 

     

Few companies allow you to thrive like you will at Wurl. You will have the opportunity to collaborate with the industry’s brightest minds and most innovative thinkers. You will enjoy ongoing mentorship, team collaboration and you will understand what we mean by ‘human connection”.  You will be proud to say you're a part of the company revolutionizing TV.

 

Wurl provides a competitive total compensation package with a pay for performance rewards approach. Base compensation at Wurl is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience. Depending on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical and other benefits.

USA Base Pay Range: CA, NY, WA States
$66,000—$92,000 USD
 
USA Base Pay Range: all other States (excludes CA, NY, WA)
$57,000—$85,000 USD

 

Please read our Global Applicant Privacy Notice to learn more about how Wurl processes your personal information.

 


We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on March 12, 2024.

Please see the independent bias audit report covering our use of Covey here.

AppLovin is proud to be an equal opportunity employer that is committed to inclusion and diversity. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or other legally protected characteristics. Learn more about EEO rights as an applicant here.
 
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send us a request at accommodations@applovin.com.
 
AppLovin will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.  If you’re applying for a position in California, learn more here.
 
Please read our Global Applicant Privacy Notice to learn more about how AppLovin processes your personal information.

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