Technical Support Specialist – Video Operations

We are seeking a skilled Technical Support Specialist with a video engineering background to support the operational needs of both the support and video teams.

This role will primarily focus on providing first-level technical support for video streaming platforms, encoders, and digital content management systems (CMS), enabling efficient content delivery and troubleshooting for

broadcast and streaming services.

The ideal candidate will have a deep knowledge of video CMS systems, streaming video workflows, and an understanding of the OTT landscape, with a strong ability to diagnose and resolve complex videorelated technical issues.

Responsibilities:

Technical Support for Video Operations

• Act as the primary point of contact for video streaming and CMS inquiries from station teams.
• Provide first-line troubleshooting support for video streaming issues on platforms such as Roku, Amazon Fire TV, Apple TV, and other OTT devices.
• Troubleshoot and configure streaming encoders, working directly with station engineers to resolve any technical issues.
• Provide aftercare support for major video streaming rollouts, ensuring smooth operations post-launch.
• Work with station engineers to configure, diagnose, and resolve issues related to streaming encoders and video equipment.

Video Platform and Streaming Expertise

• Support Nexstars OTT/CTV streaming app functions and manage video CMS workflows for technologies including Video.js, AKTA, and others.
• Familiarize and support editorial and content publishing workflows, ensuring CMS best practices for video distribution and streaming.
• Working closely with video vendors to resolve issues.
• Help to resolve video publishing issues with publishing platforms like WordPress.

Serve as a technical subject matter expert

• Serve as the technical subject matter expert from the digital support team for video streaming support, working closely with internal teams to address streaming and encoder issues.
• Train support team members on video CMS and streaming support protocols, enhancing overall support efficiency.
• Work closely with Nexstar corporate IT to ensure streaming reliability is consistent during hardware maintenance windows, upgrades, streaming OS changes etc.

Requirements

• 3+ years of experience in technical support for video streaming or digital media.
• Strong background in video engineering, including hands-on experience with streaming encoders.
• Experience with OTT/CTV platforms, CMSs (e.g., JW Player, Brightcove, AKTA), and live streaming protocols.
• Excellent troubleshooting skills with a focus on video equipment, encoders, and CMSs.
• Familiarity with digital publishing workflows and video content management systems.
• Knowledge of live streaming tools such as AKTA, OBS, TVU systems, or similar video tools. (Preferred)
• Familiarity with OTT/CTV landscape and devices, including experience with FAST channels. (Preferred)
• Bachelors degree in a relevant field. (Preferred)