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 - Versatile 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

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