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Support Engineer

Company: JW Player
Location: San Diego
Posted on: June 24, 2022

Job Description:

Job DescriptionAbout 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 Technical Services Team:Our Technical Services team is built up of a team of talented technical individuals with exceptional customer centric skillsets. Supporting both internal and external stakeholders, this team at the forefront of ensuring our customer's success with our products and solutions.The Opportunity: We are looking to add eager and fast learning Support Engineers with a diverse set of technical skills to our growing team. As a Support Engineer, you will have the unique opportunity to interact with content creators, publishers, advertisers and video audiences at the code level. Support Engineers are extremely impactful to our customer's success, diving into our customer code to ensure our technology is expertly implemented so that our customer's are providing the best online video viewing experience. If you are looking to be a part of a integral team that powers the day to day video experience for our customers, this is the opportunity for you! As a Support Engineer, you will:

  • Manage day-to-day customer support through email, online documentation, the occasional screen-share session
  • Educate customers in best practices for using our offerings, including our web player, iOS, and Android SDK to ensure smooth implementation
  • Assist customers in building their apps using the web player, or our SDKs
  • Support the Sales team through demos, coding, and responses to specifications
  • Dispatch code examples to customers, test customer code and escalate reproducible bugs
  • Align products with the needs of our publishers based on your direct customer interactions
  • Take on special projects as assigned by Support, Sales and Product teams
  • Grow into a solutions or software engineering role Requirements for the role:
    • Fluent in Spanish
    • Experience in a customer-facing support role within a SaaS or mobile app development environment, or experience in a Sales Consulting role
    • Experience in a Support or Sales Consulting role
    • Experience interacting with customers, prospects and peers in a calm, solutions-focused manner
    • Aligned, professional, nuanced and customer-focused communication
    • Particular attention to detail in a multitasking environmentBonus Points:
      • Experience creating or maintaining developer support documentation
      • Experience with video encoding, ad networks, content management platforms, and/or streaming protocols
      • Experience with Android Studio
      • Experience with XcodePerks of being at JW Player, U.SWhen you join JW Player, you are not just joining a company or a team but a family. Our goal is to take care of you and ensure you will be successful in your new role. Your success is our success! As a full time employee, you will qualify for:
        • Private Medical, Vision and Dental Coverage for you and your family
        • Competitive Paid Time Off
        • Stock Options Purchase Program
        • 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 in the JW Player familyWe 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.

Keywords: JW Player, San Diego , Support Engineer, Engineering , San Diego, California

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