Support Engineers at JW Player have the unique opportunity to interact with content creators, publishers, advertisers and video audiences at the code level. They dive into customer code making sure our technology is expertly implemented to make the best possible online video viewing experience - and, in the process, getting exposed to all of the pieces that form the growing online video ecosystem.

As a Support Engineer at JW Player in our NY office, you are a critical component to our customer success and rapid growth by helping publishers go live with our solutions and supporting their work directly. Our ideal candidate is a fast learner with a diverse set of technical skills, experience or exposure to the online video world as well as someone that excels at multitasking and works well in a fast-paced and self-starting environment.

In this role, you will:

• Manage day to day customer support through email, support forums, online documentation, and social media
• Share your knowledge of JW Player products, customers and services
• Align products with the needs of our publishers based on your direct customer interactions
• Take on special projects to push the customer support organization to the next level.
• Have an opportunity to advance to a 2nd Level Engineering or Solutions Engineering role.

Requirements:

• 2-3 years experience in a customer facing support role within a SaaS environment
• Experiential Knowledge of Video Technologies
• Experience in a Support or Sales Consulting role
• Experience with HTML, Javascript, PHP, and testing tools like Firebug
• Experience with video encoding, ad networks, content management platforms, and/or streaming protocols
• Experience successfully interacting with publishers, prospects and peers in a calm, solutions-focused manner
• Aligned, professional, nuanced and customer-focused communication
• Particular attention to detail in a multi-tasking environment

Bonus Points

• Experience creating or maintaining support documentation

About JW Player 

JW Player is the world’s largest network-independent video platform. Founded in 2008 as the first open source video player, today JW Player’s customers span the globe across 193 countries, and range from Fortune 500 companies to video-centric small businesses. The company’s flagship product, JW Player, delivers millions of plays per month across nearly 2 billion unique devices — OTT, mobile and desktop. In addition to the player, the company’s services include advertising, analytics, data services, video hosting and streaming. For more information, see http://www.jwplayer.com.