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

• 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

• 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

• 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

• 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:

• 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:

• 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:

• 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?

• 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