Join the LLR family of private equity-backed growth companies.

Support Engineer

JW Player

JW Player

Customer Service
Mexico
Posted on Thursday, June 6, 2024

About JWP:

JWP is transforming the Digital Video Economy as a trusted partner for over 40,000 broadcasters, publishers, and video-driven brands through our cutting-edge video software and data insights platform. JWP empowers customers with unprecedented independence and control over their digital video content. Established in 2004 as an open-source video player, JWP has evolved into the premier force driving digital video for businesses worldwide. With a rich legacy of pioneering video technology, JWP customers currently generate 8 billion video impressions/month and 5 billion minutes of videos watched/month. At JWP, everyone shares a passion for revolutionizing the digital video landscape. If you are ready to be a part of a dynamic and collaborative team then join us in shaping the future of video!

Remote Policy:

At JWP, we have adopted a remote work policy, with all our employees working remotely. While we value remote work, we can only consider candidates who are currently located within the country of the job posting. Regrettably, candidates outside of the country of posting will not be considered, and JWP does not provide relocation assistance. This policy is aligned with our operational setup.

The Support Team:

The Technical Support Team is dedicated to resolving customer issues by troubleshooting daily reported problems, ensuring smooth and efficient operations. The team's work significantly impacts customer satisfaction and retention by providing timely and effective solutions. Joining the team offers a chance to develop problem-solving skills, work with cutting-edge technology, and make a tangible difference in the customer experience.

The Opportunity:

Support Engineers at JWP have the unique opportunity to interact with content creators, publishers, advertisers, and video audiences at the code level. They dive into customer code to ensure our technology is expertly implemented, providing the best possible online video viewing experience while gaining exposure to all the components of the growing online video ecosystem. Support Engineers are a critical part of JWP's customer success and rapid growth.

As a L3 Technical Support Engineer, you will:

  • Diagnose and resolve technical issues reported by customers or internal stakeholders via support tickets and shared communication channels.
  • Document troubleshooting steps, solutions, and best practices to improve and maintain a knowledge base utilized by other support team members.
  • Stay up-to-date with the latest technologies, products, and industry trends to provide accurate and effective technical support. This may involve ongoing training, self-study, and collaboration with development teams.
  • Guide and assist junior team members in their support investigations.
  • Be on-call during evenings, weekends, and holidays as part of a rotating schedule to assist with critical customer issues.
  • Contribute to the continuous improvement of support systems and practices.

Requirements for the role:

  • 3+ years of experience in a similar role providing 2nd/3rd level technical support, ideally in the streaming/video industry.
  • Excellent problem-solving, communication, and customer service skills.
  • Experience writing documentation for both internal team use.
  • High degree of accuracy and attention to detail.
  • Front-end technologies:
    • HTML, CSS, JavaScript, and modern frameworks like React.
  • Familiarity with web development tools and debugging techniques: Chrome DevTools, Charles Proxy, and BrowserStack.
  • Experience navigating and troubleshooting Linux and Windows operating systems.
  • Experience with some or all of the following (or comparable alternatives):
    • Datadog
    • AWS (Cloudwatch, S3, RDS, EC2, and SQL)
    • GitHub/BitBucket
    • Postman
    • Cyberduck/Filezilla
    • Zendesk
    • Slack
    • Notion/Confluence

Bonus Points:

  • Familiarity with using Jira for issue tracking and project management.
  • Experience with version control systems (e.g., Git) and collaborative development workflows.

Perks of being at JWP, Mexico

JWP partners with Deel for employment in Mexico. When you join us, 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 are eligible for the following benefits:

  • Competitive Paid Time Off
  • New Employee Home Office Setup Stipend
  • Monthly Connectivity Stipend
  • 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 at JWP

*Benefits are subject to location and can change at the discretion of the Company.

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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.