JWX

Unified video management, distribution, monetization platform

L1 Support Engineer

Site Reliability EngineeringConfirmed live in the last 24 hours

Full-timeSkopje, North MacedoniaNo salary listedIn-person

About the Job

Requirements

Comfortably navigate the AWS Console, including EC2 instance details and CloudWatch metrics and dashboards, and read error rates, latency, and host health against thresholds.
Understand streaming protocols, including HLS (.m3u8) and DASH (.mpd) manifests, sufficiently to troubleshoot broken or degraded streams.
Use Postman or a similar API client to inspect and debug requests.
Be familiar with monitoring and alerting tools such as Zabbix, including triaging alerts and checking whether the underlying resource remains problematic.
Understand basic CDN concepts, including origin versus edge and why a stream might resolve differently by region.
Demonstrate proactive troubleshooting ability through experience, projects, or coursework.
Manage high workloads and multiple concurrent workstreams against SLAs.
Have strong written and spoken English.

Responsibilities

Proactively and reactively monitor JWX platform services, infrastructure, and live video streams using AWS CloudWatch, Zabbix, and MediaLive.
Triage incoming alerts and support tickets, diagnose root causes, resolve issues directly when possible, and escalate unresolved issues with a clear technical summary.
Work hands-on in the AWS Console, including EC2, CloudWatch, and MediaLive, and in 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.
Build and improve the team’s internal tooling, including automation, dashboards, and scripts, to remove manual steps from the NOC workflow when pursuing that opportunity.
Participate in the 24/7/365 L1 Support shift rotation, working 8-hour shifts.

Desired Qualifications

Prior experience in an infrastructure, network operations, DevOps, or software support role.
Scripting or automation experience with Bash or Python.
Familiarity with video technology or streaming workflows beyond the basics.
Experience writing technical documentation for internal or client use.
A relevant degree, apprenticeship, or certification in IT, Computer Science, or a related field.

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

Check out our website and social channels:

JWXLinkedInInstagramX

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, and/or disability status.

About the Company

JWX

Unified video management, distribution, monetization platform

JWX provides a cloud-agnostic platform that helps media businesses manage, distribute, and monetize video content. It combines video management, playout control, metadata handling, and AI-driven content intelligence to streamline operations and boost revenue. The platform supports streamers, publishers, and advertisers with a unified workflow and open APIs for seamless integration, including flexible ad insertion and programmatic advertising. The company differentiates itself by merging JW Player’s streaming technology with Connatix’s monetization capabilities, offering an end-to-end, integrated solution at scale with a strong global customer base (over 7,000 customers). Its goal is to be a strategic partner for media businesses navigating shifts in content distribution and audience engagement, helping them create, deliver, and monetize content more efficiently.

Company size: 201-500
Company stage: Series E
Total funding: $170.6M
Headquarters: New York City, New York
Founded: 2004

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