Technical Support Engineer

hace 4 meses

Guadalajara, México Brightcove A tiempo completo

As a member of Technical Support, you will be 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.

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.

**Responsibilities**:

- Provide 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.
- 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**
- 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 development is a plus.
- Familiarity and working knowledge of RESTful API use, data collection tools, developer support experience.
- Exposure and working knowledge in at least one other programming language including Objective C/Swift, PHP, BASH, etc.
- Ability to test, troubleshoot and diagnose ad 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.

**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 is the world's most compelling, exciting medium, and Brightcove exists to demonstrate that video means business.

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.

**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.

While remote work arrangements are available for most positions we also offer hybrid or on-site working options in our vibrant Guadalajara office located right in front of Andares shopping mall where employees enjoy access to fully-stocked kitchens, company events and social activities as well as an inspiring work environment. We are focused on creating a culture where inclusion and growth are at the center. We value collaboration, creativity, work/life balance, professional growth and providing an empowering space for open communication. You will have plenty of opportunities to meet your colleagues around the globe as we also celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of Brightcove, Pride of Brightcove, Parents of Brightcoveand mo

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