Roku · 2 days ago
Senior Technical Support Engineer
Boston, MA
Full-time
Hybrid
Senior Level
$89K/yr - $99K/yr
5+ years expRoku is changing how the world watches TV and is the #1 TV streaming platform in the U.S., Canada, and Mexico. They are seeking a Senior Technical Support Engineer to provide enterprise-level assistance to internal teams by diagnosing and troubleshooting software, hardware, and network issues while ensuring timely communication and documentation of fixes.
AdvertisingAdvertising PlatformsConsumer ElectronicsDigital EntertainmentDigital MediaHardwareMedia and EntertainmentSoftwareVideo Streaming
Responsibilities
Serve as the initial point of contact for the resolution of issues involving: access, computer systems (laptops, desktops, VDI), applications, network, hardware, software, printers, conference rooms
Monitor the internal Helpdesk Channel and act on requests
Respond to service requests, incidents, and tasks, following in-house procedures and escalation processes, utilizing our ticketing system
Provide support services to Roku employees with a wide range of technical problems and information technology issues, including, but not limited to: Microsoft products, cloud conferencing solutions, Adobe products, etc
Perform installations, configurations, upgrade tasks, and troubleshooting of operating systems, software, and networking issues
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, VPN, and other special applications
Responsible for timely problem resolution or escalation on behalf of customers to the appropriate support teams
Provide support to configure mobile devices and apps. (e.g., MFA, Slack, Zoom, Teams)
Work independently with limited daily instruction
Qualification
Required
Minimum 5+ years of IT support experience
Strong problem-solving skills
Stakeholder empathy
Experience with ticketing systems
Experience with remote support tools
Experience with enterprise applications
Ability to diagnose and troubleshoot software, hardware, and network issues across diverse platforms
Ability to perform root-cause analysis
Ability to guide employees through resolution steps
Ability to triage and prioritize incoming requests
Ability to maintain SLAs
Ability to escalate complex incidents to engineering while ensuring clear, timely communication
Ability to document fixes and create knowledge base articles
Ability to recommend process improvements to reduce repeat issues
Ability to participate in on-call rotations
Ability to monitor system health and proactively address emerging problems
Excellent written and verbal communication skills, with a focus on technical or instruction-oriented writing and on clearly communicating complicated concepts over the phone, in person, and in writing
Hands-on experience using and/or troubleshooting Microsoft Windows 11, Microsoft Office 365, and macOS, Linux distro, Ubuntu
Ability to work independently with limited daily instruction
Preferred
Experience with Mobile Device Management platforms (i.e., JAMF, Intone)
Experience supporting Atlassian products: Confluence, Jira, Jira Service Management, Assets
Experience with Microsoft SaaS products: SharePoint, OneDrive, O365, Azure
Microsoft certifications like Network+ or Cisco CCNA are a plus
In-depth network concepts and protocols such as RPC, DNS, DHCP, TCP/IP, and the OSI model
Excellent knowledge of Windows and Mac OS
Intermediate knowledge of Linux
Good understanding of wire and wireless troubleshooting, all flavors of IEEE 802.11x
Knowledge of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall
Creativity - the ability to think around problems and come up with creative solutions- is helpful
Benefits
Health insurance
Equity awards
Life insurance
Disability benefits
Parental leave
Wellness benefits
Paid time off
Healthcare (medical, dental, and vision)
Life
Accident
Disability
Commuter
Retirement options (401(k)/pension)
Company
Roku
Roku develops video streaming devices that provide users access to Internet-streamed video or audio services.
1001-5000 employees
H1B Sponsorship
Roku has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (120)
2024 (166)
2023 (81)
2022 (279)
2021 (195)
2020 (107)
Funding
Current Stage
Public CompanyTotal Funding
$212.01MKey Investors
News CorpFidelityGlobespan Capital Partners
2017-09-28IPO
2015-11-09Series H· $45.5M
2015-11-01Secondary Market
Leadership Team
Preston Smalley
VP of Viewer Product
T
Thomas Dodson
Vice President of Platform Operations
Recent News
MarketScreener
2026-01-05
Company data provided by crunchbase