Are you passionate about working directly with customers and immediately impacting their success? We are looking for an exceptional person to join our Customer Support team in providing efficient and accurate technical assistance to ensure complete customer satisfaction for our growing customer base of online video publishers. The ideal candidate is a dedicated problem solver, passionate about rich media technologies, and a proven customer advocate. We are looking for someone who is highly motivated with strong technical experience, excellent written and verbal communication skills and high enthusiasm for customer success. 

Job Responsibilities

• Working directly with customers via phone and email to respond to technical issues, providing escalated technical and triage support for other team members, and actively contribute to our online community and knowledge database for up-to-date customer information and solutions. 
• Partnering with our Engineering, Product Management and QA teams to increase customer satisfaction by providing critical feedback and assistance for product enhancements. 
• Work across a global Customer Supper team in the US, Europe, Australia, Korea, and Japan, as well as with customers around the world.

Qualifications/Experience 

• College degree (Computer Science degree preferred)
• 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 Skills

• 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 with rich media applications and mobile SDK development or testing
• Familiarity and working knowledge of RESTful API use, data collection tools, developer support experience
• Meaningful experience with online video and of video encoding applications
• 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 diverse, global team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping organizations reach their audiences in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. 

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 we have built a culture that values authenticity, individual empowerment, excellence and collaboration. This culture enables us to harness the incredible power of video and create an environment where you will want to grow, stay and thrive. Bottom line: We take our video seriously, and we take great pride in doing it as #oneteam.

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 Brightcove … and more to come!

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