Resi Support Technician

Resi Support Technician 1

Location:

Hybrid (3 days in office per week) in Allen, TX or Colorado Springs, CO only

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world‑class technical support and customer service, having one of the highest satisfaction rates in the media industry.

We are looking for a Resi Support Technician 1 who uses independent judgment in providing information, technical assistance, and support to Resi customers. Resi Support Technician 1 provides technological systems support, maintenance, and testing for upkeep of customer systems; troubleshoots and resolves system hardware, software, and network failures and conflicts. A Resi Support Technician 1 is typically the first contact many customers have with the company.

Named as one of Built In ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 ‘Best Places to Work for Women’ by Best Companies Group.

• 100% employer‑paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer‑paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model – 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 15 days PTO, to start, increases with tenure and seniority.
• Paid parental and adoption leave

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training.

• Deliver prompt and effective support to customers through established support channels (ticketing system, live chat, phone, email), addressing their needs and resolving technical issues both reactively and proactively. Must maintain clear and accurate communication to ensure their streaming concerns are thoroughly addressed.
• Follow existing processes for new customer onboarding, daily support procedures, and long‑term customer success.
• Complete general product training as defined by published documentation.
• Provide frontline support and incident triage.
• Provide timely responses and resolutions to customers via email and phone, frequently communicating with customers about their Resi needs and technical tickets or troubleshooting. Must be able to exchange accurate information.
• Collaborate with cross‑functional teams in product development, hardware, billing, sales, and other departments to resolve known, and prevent future, issues (proactive).
• Write detailed bug reports for customer reported bugs.
• Dedication to continuous learning within the streaming and AV space in order to maintain a high level of support quality.
• Proactively identify patterns in support issues and elevate trends to Support Leadership for further investigation and resolution.

• 1 year support experience with an online customer‑facing service product.
• 1 year experience with professional audio and video equipment, and AV production system design.
• Working knowledge of IT, networking, computer hardware and software concepts as they relate specifically to streaming and AV production infrastructure.
• Ability to work in dynamic and constantly evolving environments.
• Must possess excellent interpersonal skills with the ability to effectively de‑escalate challenging customer interactions while maintaining a calm and professional demeanor.
• Ability to work a flexible schedule including weekends, evenings, and holidays.
• Bilingual / Spanish Fluency preferred to support our international customers.

Prolonged periods of sitting at a desk and working on a computer will be…