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 Opportunity:

JW Player is on the lookout for a Technical Support Engineer to join its growing technical support department. The Support team is a global function with customers across the EMEA, APAC, and AMER regions. The successful candidate will work closely with the wider technical support teams to provide a high level of technical  support to our customer base.

As a Technical Support Engineer, you will:

• Providing second line technical software support to JW Player customers in a fast-paced environment.
• Call-out rota.
• Ability to work to service level agreements and prioritise workload accordingly.
• Troubleshooting issues using the in-house knowledge base, LMS, user guides and research on the web.
• Ability to write documentation for both internal and client use. Creating user guides and knowledge base articles. Ability to train colleagues on support processes.
• Contribute to the continuous improvement of support systems and practices.
• Escalating more complex issues to Third Line/Engineering/DevOps teams.
• Create incident reports and escalate commonly occurring issues to the product team.
• Educate customers in best practices for using our offerings, including our JavaScript web player and our JW Dashboard 
• Support the Sales team through demos, walkthroughs, and directing customer traffic to internal stakeholders.
• Attend customer support review meetings when necessary.
• Contribute to the continuous improvement of support systems and practices.
• Attend regular technical company meetings and training workshops.
• Be part of the escalation out of hours rota.
• Occasional travel to Europe may be required.

Requirements for the role:

• Minimum 1 year in a similar role.
• Excellent customer service skills and customer success driven.
• Working knowledge of Amazon Web Services or similar (in particular: EC2, Cloudfront, S3, Cloudwatch).
• A good understanding of Network Fundamentals.
• Experience navigating and troubleshooting Linux and Windows operating systems.
• Methodical and disciplined problem solving and fault-finding attributes.
• A high degree of accuracy and attention to detail.
• Experience with providing internal training and writing documentation.
• Experience with providing 2nd line support on tickets and working to service level agreements.
• Self-motivated and enthusiastic.
• Strong experience supporting b2b customers with bespoke projects and products.

Bonus Points:

• Experience working with Android (Kotlin/JAVA) or iOS (Swift).
• Experience with video encoding, ad networks, content management platforms, and/or streaming protocols.
• Experience with front-end web development languages, frameworks, and content management systems.
• Working knowledge of Zabbix or Nagios

Perks of being at JW Player, U.K

When 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 Health 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 family

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.