Technical Support Engineer - Tier 1

Are you passionate about working directly with customers and immediately impacting their success? Are you driven by solving technical questions and issues? We are looking for someone who is passionate about providing efficient and accurate technical assistance to our growing customer base of online video publishers. The right candidate is a highly motivated person with experience working in a customer facing role. Candidates must have an experienced technical background, and a working understanding of web-based technologies, and high enthusiasm for customer success.

Job Responsibilities 

• Researching issues, replicating technical problems, and communicating directly with customers to provide outstanding customer support via phone, live chat and email.
• Analyze technical trends and recommend product and documentation enhancements. 
• Actively contribute to our online community and knowledge database for up-to-date customer information and solutions. This is a global team, so this role will be interacting closely with Support offices in the US, Mexico, Europe, Australia, Singapore and Japan, as well as with customers around the world. 
• Working for Brightcove will give you a unique opportunity to join a fast growing company and play an integral role building products and online services that promise to transform the media industry and change the way people all over the world watch video. 

Qualifications/Experience 

• 1-2+ years work experience in a customer focused position. 
• Fluency in written and spoken English is required. 
• Exposure to online technical problem solving and triage. 
• Proven ability to work with the team to quickly and calmly resolve technical issues. 
• Understanding of internet technologies including browsers, networking, firewalls & proxy servers. 
• Required to be flexible, detail oriented and organized with the ability to multi-task. 
• Strong technology background with a comprehensive knowledge of PC-based (Mac a plus) applications and basic network applications, including knowledge of browser compatibility issues. 
• Working knowledge of web-based technologies, including HTML, XML, FTP, JavaScript, and CSS. 
• Familiarity and working knowledge with online video and rich media. 
• Exposure to video encoding applications.
• Working knowledge of Internet Networking processes.

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!

We recognize that no candidate is perfect and Brightcove would love to have the chance to get to know you. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. Brightcove embraces diversity and seeks candidates who support persons of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply. If you need any accommodations for your interview, please email recruiting@brightcove.com. 

BC21044

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