ATX Networks is a leading provider of media distribution technology and services. As aTechnicalSupport Specialiston 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 SupportServe as a primary point of contact for customer inquiries via phone, email, and ticketing systemsManage the full support lifecycle - intake, triage, escalation, resolution, and follow-up - with a focus on quality and speedMaintain accurate and up-to-date case records in the CRM/ticketing platformBuild strong working relationships with client contacts and proactively surface recurring issuesTechnical TroubleshootingDiagnose and resolve technical issues related to media distribution platforms, signal delivery, and program schedulingCoordinate with internal engineering and operations teams to elevate complex incidents and track resolutionDocument technical findings and contribute to a growing internal knowledge baseProgram CoordinationSupport the end-to-end delivery of media distribution programs, monitoring milestones and flagging risksLiaise between customers, vendors, and internal stakeholders to ensure program requirements are met on scheduleTrack deliverables, maintain program status logs,



and assist with post-delivery reviewInternal Reporting & Team SupportCompile support metrics and prepare regular performance and status reports for team leadsIdentify trends in customer issues and contribute to process improvement initiativesSupport onboarding and knowledge sharing for new team membersCollaborate cross-functionally with sales, engineering, and operations on customer-facing commitmentsQualifications:Required:3-5 years of experience in a customer support, technical support, or program coordination roleDemonstrated experience in the media, broadcast, or cable/satellite distribution industryStrong written and verbal communication skills, including the ability to translate technical issues for non-technical audiencesProven ability to manage multiple concurrent cases or projects under time pressureComfortable working independently in a remote or hybrid environment with minimal supervisionNice to Have:Jira and Salesforce:hands‑on experience using both platforms for ticket management, case tracking, and customer reportingLinux proficiency:comfortable working in a Linux environment for diagnostics, log extraction, and basic system operationsCable 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 fundamentalsCloud-based remote access: experience using cloud tools to SSH into field devices — extracting logs, clearing disk space, capturing video samples, or performing remote diagnosticsExposure to program or project management methodologies (PMP, CAPM, or equivalent)Role Requirements:Participation in after‑hours & weekend on‑call coverage rotationAbility to travel up to 25% of working days primarily within North America, with some potential for International travelWhy Join Us?A collaborative, mission‑driven team at the intersection of technology and mediaCompetitive compensation and advantages packageOpportunities to grow within program delivery, technical support, or customer success functionsDirect exposure to a broad portfolio of media distribution products and customersThis can be a remote role in Ontario or in the U.S#J-18808-Ljbffr

📌 Sectigo Technical Support Expert In Ottawa (Boucherville)
🏢 ATX Networks
📍 Boucherville