Technical Support Specialist

hace 3 horas

Guadalajara, Jalisco, México Brightcove A tiempo completo

We are seeking a highly skilled Technical Support Engineer to join our team at Brightcove. As a key member of our support team, you will be responsible for providing escalated technical support to our customers, contributing to our online community and knowledge database, and working closely with our engineering, product management, and QA teams to improve customer satisfaction.

Responsibilities:

  • Provide technical support for complex issues, collaborating with internal teams to resolve customer problems.
  • Develop and maintain technical documentation, knowledge base articles, and FAQs to improve customer support.
  • Participate in on-call rotations, responding to after-hours support requests and ensuring seamless customer experience.
  • Stay up-to-date with the latest technologies, products, and services, applying this knowledge to improve support processes and customer satisfaction.

Requirements:

  • 3+ years of experience in technical support, preferably in a software or digital media company.
  • Excellent communication and problem-solving skills, with the ability to work effectively with internal teams and customers.
  • Strong technical knowledge of internet technologies, including browsers, networking, firewalls, and proxy servers.
  • Experience with web-based technologies, such as HTML, XML, CSS, and JavaScript, and familiarity with RESTful APIs and data collection tools.
  • Ability to work independently and as part of a team, with strong time management and organizational skills.

About Brightcove:

Brightcove is a global leader in digital video technology, empowering businesses to reach their audiences and achieve their goals through innovative video solutions. As a member of our team, you will have the opportunity to work with a diverse range of customers, from small businesses to large enterprises, and contribute to the development of cutting-edge video technologies.

What We Offer:

  • A dynamic and supportive work environment, with opportunities for growth and professional development.
  • A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
  • The chance to work with a talented team of engineers, product managers, and support professionals who are passionate about delivering exceptional customer experiences.

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