Senior Technical Support Engineer

Euro London
08 Apr 2017
08 May 2017
Contract Type
Full Time
Are you passionate about working directly with customers and immediately impacting their success? Are you driven by working with the latest web technologies and online media technology ? If so, Euro London Appointments might have just the opportunity for you, as we're looking for an exceptional person to join our client's Customer Support team in providing efficient and accurate technical assistance to ensure complete customer satisfaction for our growing customer base of online video publishers and media organisations.

The ideal candidate is a dedicated problem solver, passionate about rich media technologies, and a proven customer advocate. Our client is looking for someone who is highly motivated with strong technical experience, excellent written and verbal communication skills and high enthusiasm for customer success.

Responsibilities will include 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.

The new Senior Support Engineer will also work closely with our client's Engineering, Product Management and QA teams in London and the US to increase customer satisfaction by providing critical feedback and assistance for product enhancements.

Qualifications and Required Experience

*University degree
*At least one significant work experience in online technical problem solving, ideally supporting companies who have customized solutions that need troubleshooting with SDK /JavaScript problems.
*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.
*Flexible schedule and on-call availability including evening, weekends and a rotating on-call shift ( contract shift 1 in 6-8 weekends, optional shifts at weekends with additional pay)
*Fluency in a second European language in addition to English is beneficial but not essential.
*English reading, writing and speaking skills.

Technical Experience

*Strong technology background with a comprehensive knowledge of iOS and Android native applications and network based products
*Proficient in web-based technologies, including HTML, XML, FTP, JavaScript, CSS and Adobe Flash.
*Familiarity and working knowledge with RESTful API developer support experience.
*Familiarity and working knowledge with rich media applications
*Meaningful experience with online video and of video encoding applications is a plus
*Exposure and working knowledge in at least one other programming language including Java, PHP, or .Net is a plus.

As a member of Customer Support, the candidate will be part of a Global team interacting closely with Support offices in the US, Europe and Japan, as well as with customers around the world. Working for our client 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. A competitive remuneration and benefits package is included within the offer.