Support Engineer

**About JW Player**:JW Player is the leading video software and data insights platform that gives our customers independence and control in today's Digital Video Economy. Founded over a decade ago as an open source video player, JW Player's technology platform now powers digital video for hundreds of thousands of businesses across NA, EMEA, APAC and LATAM. Each month, there are over 1 billion viewers across 2.7 billion unique devices consuming video on JW Player's technology.**The Viewer Authentication & Payments Support Team**:Viewer Authentication & Payments Support is an integral part of JW Player's monetization product, serving as a point of contact for viewers that are having issues getting to the content they've purchased. Acting as the Tier 1 support function to clients, the team runs 24 hours a day, 7 days a week, 365 days a year providing stellar support to our ever growing list of global clients. The role of the Support team is to provide world class support for the viewers of the content provided by JWP customers, handling issues such as with login, access, and payments.**The Opportunity**:We are looking for someone who is passionate about technology and providing impeccable customer service. As a Support Engineer, you will be playing an integral role is helping us develop and grow great relationships with our customers by providing technical resolutions that meet the needs of the customers. The team is growing and the individual coming onboard will work on a rotation schedule with the team to provide support to our global clients. Standard hours of work are from 4pm - 12am CST, 5 days a week, and may include national holidays and weekends. Hours may change with varying business needs however sufficient notice will be given.**As a Support Engineer, you will**:- Work with a ticketing system to document and track issues and resolutions- Collaborate with JWP's Network Operations Center team to monitor JWP's systems using platforms such as Zabbix, CloudWatch, Touchstream, and Datadog- Share best practices identified in daily work with members of other teams**Requirements for the role**:- Be extremely communicative, highly organized, disciplined and adaptable- Ability to troubleshoot in a high volume ticketing environment and while remaining organized- Understands the importance of service level agreements and providing support to the standards of them- Passionate about helping users with their online streaming experience- Being proactive to resolving issues, a self-starter and collaborates well with team members, learning and growing as a team- Excellent English communication skills (Written and Spoken)**Bonus Points**:- Experience in a customer support/technical environment- Passionate about technology- Understands video technology- Relevant college degree/apprenticeship/certification in IT, Computer Science or related field**Perks of being at JW Player, **Mexico**Our goal is to take care of you and ensure you will be successful in your new role. Your success is our successAs a full time employee, you will qualify for:- Competitive Paid Time Off- Remote Working Stipends- Quarterly and Annual Team Events - _because team building is important_- Professional Career Program and Career Development Opportunities- Bi-Annual Hack Weeks for those who are interested in using their coding knowledge- Fireside chats with individuals at JW Player- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status._