Technical Support Engineer

Job Description:

The WO Technical Support team is seeking a Technical Support Engineer to support a suite of TV and radio ad sales software products. This position focuses primarily on the WO Central ecosystem-including WO Order Connect, WO Airtimes, WideOrbit.io, and integrated services such as Payments and Electronic Material Instructions. It also includes direct support for WO Media Sales, a separate desktop application within the overall product suite. This role serves as a critical link between Support, Product, and Development teams. The Technical Support Engineer will investigate and resolve complex technical issues, reproduce and document reported problems, and provide timely, accurate communication to internal stakeholders and clients. The ability to manage multiple priorities, troubleshoot across systems, and contribute to continuous improvement initiatives is essential to success.

Here is what success will look like:

• Diagnose and resolve technical issues across multiple applications and integrated systems
• Investigate production issues, identify root causes, and work with appropriate teams to drive resolution
• Collaborate with Product Managers to prioritize and validate bug fixes and platform improvements
• Act as a point of escalation for the Support team, maintaining clear communication between support, product, and development
• Write and execute SQL scripts to correct or analyze data discrepancies as needed
• Assist in testing new features, validating fixes, and certifying integrations across WO Central and connected products
• Support the certification and deployment of new features and products during the pilot phase and prior to general availability
• Contribute to documentation and knowledge-sharing efforts to enhance the effectiveness of the support organization

To thrive in this role, we're looking for:

• 2+ years of experience in a technical support or software troubleshooting role
• Working knowledge of TV buying and selling workflows, ideally through electronic systems
• Basic SQL experience for investigating and correcting data issues
• Strong verbal and written communication skills, with the ability to communicate technical concepts to both technical and non-technical audiences
• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office; advanced Excel skills preferred
• Familiarity with support ticketing systems such as Dynamics 365 and Jira is preferred
• Basic understanding of APIs and how systems integrate is a plus
• Understanding of TV and/or radio ratings data and how it supports media sales operations

Location:

This position can be based in any of our offices. Remote/Telecommute will also be considered. The standard work shift for this role is 9:00 AM to 6:00 PM Pacific Time.

Pay Range:

$75,000 - $90,000