Position Overview
Are you passionate about working directly with customers and immediately impacting their success? We are looking for an exceptional person to join our Customer Support team as a Technical Support Engineer - Tier 2, Production to provide efficient and accurate technical assistance to ensure complete customer satisfaction for our growing customer base of online video publishers. The ideal candidate is a dedicated problem solver, passionate about rich media technologies, and a proven customer advocate. We are looking for someone who is highly motivated with strong technical experience, excellent written and verbal communication skills and high enthusiasm for customer success.
As a member of Technical Support, the candidate will be part of a Global team interacting closely with Support offices in the US, Mexico, Europe, Australia, Korea, and Japan, as well as with customers around the world.
Job Responsibilities:
- Working directly with customers via phone and email to respond to technical issues
- Providing escalated technical and triage support for other team members
- Actively contribute to our online community and knowledge database for up-to-date customer information and solutions
- Work closely with our Engineering, Product Management and QA teams to increase customer satisfaction by providing critical feedback and assistance for product enhancements
Qualifications/Experience
- 3+ years work experience in online technical problem solving.
- English reading, writing, and speaking skills
- Excellent communication skills and strong customer focus
- Strong technology background with a comprehensive knowledge of Internet, Mobile and Digital Online Media technologies such as networking, servers, etc
- Strong familiarity and working knowledge in JavaScript, HTML, and CSS
- Meaningful experience with online video and of video encoding applications is preferred
- Proven analytical / problem solving ability
- Ability to communicate technical concepts clearly and effectively, both written and oral
- Demonstrated ability to lead and manage initiatives to completion.
- Proven ability to work with the team to quickly and calmly resolve technical issues.
- Solid understanding of internet technologies including browsers, networking, firewalls & proxy servers
- Demonstrated ability to learn new skills quickly.
- Ability to work independently and as a part of a team.
- Required to be flexible, detail oriented and organized with the ability to multitask.
- On-call / Weekend Shift/ Holiday Shift availability
- Undergraduate Degree in "Computer Science" or related area, or equivalent experience required
Technical Qualifications:
- Strong technology background with a comprehensive knowledge of Internet, Mobile and Digital Online Media technologies such as networking, servers, etc
- Strong familiarity and working knowledge in JavaScript, HTML, and CSS
- Meaningful experience with online video and of video encoding applications is preferred
WORKING AT BRIGHTCOVE
As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company’s success.
Brightcove offers a variety of perks dependent upon where you live, such as competitive compensation, restricted stock units, 401k matching, and tuition reimbursement, as well as unlimited PTO, and more! Brightcove has brand new office space in downtown Boston, Guadalajara (Mexico), and soon London. We have more offices in Funchal (Portugal), Tokyo (Japan), Singapore, Sydney (Australia), Mumbai and Chennai (India). Employees enjoy access to fully-stocked kitchens and social activities in any of our 14 offices globally.
We recognize that no candidate is perfect and Brightcove would love to have the chance to get to know you. Please apply and if you are not a fit, we would love to keep you in our talent community. We encourage you to OPT into text messaging or the Talent Community at any time.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you need any accommodations for your interview, please email recruiting@brightcove.com. Brightcove’s Privacy Policy explains the processing and purposes of any personal information.
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