Technical Support Engineer

Brightcove (Sydney NSW, Australia) 20 days ago

About Brightcove 

Brightcove is a team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping people connect, share experiences, and view the world. Bottom line: video has the power to inform, inspire, challenge, amuse, and connect. And we’re here for it.

As the industry leader in this space, we empower our customers to deliver top-notch video experiences to audiences on every screen in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. Creativity thrives. 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 passions and we have built a culture that values individual empowerment, excellence and collaboration. This culture enables us to develop technologies once thought impossible, provide customer support without parallel or excuses, and leverage the expertise and resources of a global infrastructure. We take our video seriously, and we take great pride in doing it as one team.

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 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. 

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 contributing to our online community and knowledge database for up-to-date customer information and solutions.
  • Working closely with our Engineering, Product Management and QA teams to increase customer satisfaction by providing critical feedback and assistance for product enhancements.
  • Be a part of a Global team interacting closely with Support offices in the US, Europe, Australia, Korea and Japan, as well as with customers around the world.

Qualifications/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.
  • Strong technology background with a comprehensive knowledge of Internet, Mobile and Digital Online Media technologies such as networking, servers, etc
  • Proficient in web-based technologies, including HTML, XML, CSS, and JavaScript.
  • Familiarity and working knowledge of RESTful API use and data collection tools.
  • Familiarity and working knowledge with rich media applications.
  • Meaningful experience with online video and of video encoding applications is strongly preferred.
  • Experience with Live Streaming technologies is highly desired. 
  • Familiarity and working knowledge with CDN infrastructures, such as Akamai, Fastly, Limelight, Level3.
  • Familiarity and working knowledge with Cloud computing (AWS, S3, Cloudfront, etc). 
  • Working knowledge of video ad serving technologies (VAST, VPAID, VMAP, etc) highly desired.

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. We offer competitive benefits and compensation packages. 

Brightcove is headquartered in Boston and while we are currently remote due to Covid-19, this role is designated to be located in our Sydney office. We are located in the heart of the Sydney CBD, just a stone's throw from Wynyard station. With views over Darling Harbour and bustling Barangaroo the Brightcove Sydney office is a workspace that you’ll want to come in to every day. You’ll have the opportunity to work with a group of smart and passionate colleagues to provide an exceptional customer experience in a fun and casual environment.

If you've gotten all the way to the bottom of this description, thank you for your interest in Brightcove!  If this role sounds like something that is exciting to you please don't hesitate to apply, even if you don't meet all of our qualifications.  We recognize that no candidate is perfect and Brightcove would love to have the chance to get to know you.   

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.

Send us your resume if you are interested and want to learn more !


Technical Support Engineer

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