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Technical Support Engineer: Tier 2 - Developer

Brightcove

Brightcove

Software Engineering, IT, Customer Service
United Kingdom · Remote
Posted on Saturday, August 12, 2023

Are you passionate about working directly with customers and immediately impacting their success? We are looking for an exceptional person to join our Technical Support team in providing 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.

Working for Brightcove will give you a unique opportunity to join a fast-growing company and play an integral role building products and online services that promise to transform the media industry and change the way people all over the world watch video. 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.
  • Providing assistance and trainings to junior 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 and Required Experience

  • College degree (CS degree preferred).
  • 3+ years work experience in online technical problem solving.
  • Excellent communication skills and strong customer focus.
  • 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 availability.

Technical Experience

  • 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 is essential.
  • Familiarity and working knowledge of Java; experience in Android/iOS development is a plus.
  • Familiarity and working knowledge with rich media applications and mobile SDK development or testing.
  • Familiarity and working knowledge of RESTful API use, data collection tools, developer support experience.
  • Meaningful experience with online video and of video encoding applications.
  • Exposure and working knowledge in at least one other programming language including Objective C/Swift, PHP, BASH, etc.
  • Ability to test, troubleshoot and diagnose advertising integrations issues highly desired.
  • Working knowledge of video ad serving technologies (VAST, VPAID, VMAP, etc) highly desired.
  • Working knowledge of ad/video analytics platforms (Omniture, MOAT, etc) highly desired.

Why you want to work for Brightcove

Brightcove is the leading online video platform. Media companies, businesses, and organizations worldwide use Brightcove to publish and distribute video that reaches more than 135 million unique viewers every month. We've worked hard to create a company where talented, passionate people can thrive in a culture that values individual empowerment, excellence, and collaboration. Working at Brightcove gives you the chance to reshape how media is published and consumed worldwide while you develop your skills, grow your career, and have fun.

About Brightcove

Brightcove is a diverse, global team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping organizations reach their audiences in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change.

Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and we have built a culture that values authenticity, individual empowerment, excellence and collaboration. This culture enables us to harness the incredible power of video and create an environment where you will want to grow, stay and thrive. Bottom line: We take our video seriously, and we take great pride in doing it as #oneteam.

WORKING AT BRIGHTCOVE

We strive to provide our employees with an environment where they can do their best work and be their best selves. This includes a focus on our employees’ work experience, actively creating a culture where inclusion and growth are at the center, and hiring, recognizing, promoting employees who are committed to living and breathing these same ideals. We value collaboration, creativity, work/life balance, professional growth and creating an empowering space for open communication. Whether you’re in one of our offices around the world or working remotely you have plenty of opportunities to meet colleagues and celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of Brightcove, Pride of Brightcove, Parents of Brightcove … and more to come!

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