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 team-oriented, 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

#J-18808-Ljbffr

📌 Technical Support Specialist (Ontario)
🏢 Socket.dev
📍 Ontario