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Technical Support Specialist
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About JWP: JWP is a leading provider of cutting-edge video software and data insights platforms, empowering customers with unprecedented independence and control over their digital video content. With a rich legacy of pioneering video technology, JWP has evolved into a premier force driving digital video for businesses worldwide. Our customers currently generate 8 billion video impressions/month and 5 billion minutes of videos watched/month. At JWP, we share a passion for revolutionizing the digital video landscape.
The Support Team: The Technical Support Team is dedicated to resolving customer issues by troubleshooting daily reported problems, ensuring smooth and efficient operations. The team's work significantly impacts customer satisfaction and retention by providing timely and effective solutions. As a member of the team, you will have the opportunity to develop problem-solving skills, work with cutting-edge technology, and make a tangible difference in the customer experience.
The Opportunity: Support Engineers at JWP have the unique opportunity to interact with content creators, publishers, advertisers, and video audiences at the code level. They dive into customer code to ensure our technology is expertly implemented, providing the best possible online video viewing experience while gaining exposure to all the components of the growing online video ecosystem. Support Engineers are a critical part of JWP's customer success and rapid growth.
Key Responsibilities: * Diagnose and resolve technical issues reported by customers or internal stakeholders via support tickets and shared communication channels. * Document troubleshooting steps, solutions, and best practices to improve and maintain a knowledge base utilized by other support team members. * Stay up-to-date with the latest technologies, products, and industry trends to provide accurate and effective technical support. This may involve ongoing training, self-study, and collaboration with development teams. * Guide and assist junior team members in their support investigations. * Be on-call during evenings, weekends, and holidays as part of a rotating schedule to assist with critical customer issues. * Contribute to the continuous improvement of support systems and practices.
Requirements: * Minimum of 3+ years of experience in a similar role providing 2nd/3rd level technical support for a SaaS company. * Experience with any of the following Front-end technologies: HTML, CSS, JavaScript, and modern frameworks like React. * Excellent problem-solving, communication, and customer service skills. * Proficient in writing documentation for both internal team use.
