About the job
Teamwork makes the stream work.
Roku is revolutionizing the way the world experiences television
As the leading TV streaming platform in the U. S., Canada, and Mexico, Roku aims to power every television globally. We pioneered streaming to the TV and are committed to being the platform that unites the entire TV ecosystem. We connect viewers to their favorite content, empower content creators to grow their audiences, and provide advertisers with innovative tools to engage effectively.
From day one at Roku, your contributions will be valued. Join us in our fast-paced public company environment, where every team member plays a crucial role. This opportunity allows you to make a difference for millions of TV streamers worldwide while gaining invaluable experience in various fields.
About the Team
Our IT team consists of 18 talented technicians located globally, all dedicated to excellence, innovation, and collaborative problem-solving. We operate cohesively across time zones, ensuring we provide continuous support. Each member contributes unique regional insights and technical skills, enhancing our problem-solving capabilities across a range of IT services, from infrastructure management to cloud solutions.
About the Role
We are seeking a Senior Technical Support Engineer to deliver enterprise-level support to our internal teams. In this position, you will diagnose and resolve software, hardware, and network issues across multiple platforms. You will perform root-cause analysis and guide employees through the resolution process, triage incoming requests, maintain service level agreements (SLAs), and escalate complex incidents to engineering while ensuring clear and timely communication. Your responsibilities will include documenting solutions, creating knowledge base articles, and recommending process improvements to minimize recurring issues. Participation in on-call rotations, monitoring system health, and proactively addressing issues are also key aspects of this role. Strong problem-solving abilities, empathy for stakeholders, and familiarity with ticketing systems, remote support tools, and enterprise applications are essential.
For Massachusetts Only - The estimated annual salary for this position is between $89,000 - $99,000.

