BlackArrow is looking for a dynamic, highly motivated customer support engineer to provide customer and technical support for our BlackArrow Advanced Advertising System. This candidate must have the ability to manage customer expectations by providing solutions to novice as well as technical customers, exceptional troubleshooting skills, excellent communication and writing skills, and the ability to thrive in a demanding, fast-paced environment. As a customer support engineer, you will be responsible for all customer facing requests and have a significant impact in advancing our customer success within the dynamic video advertising marketplace.
Responsibilities:
Be an expert on BlackArrow solutions and technical architecture, integration points, workflow, and functionality
Provide technical support via phone, email, ticketing and other support systems (Salesforce, RT, Jira, etc.)
Maintain, educate and support both customers and internal staff on in our many production and trial environments
Participate in product launches, upgrades and releases interacting with all teams required
Ability to concisely summarize complex issues and to make clear, compelling recommendations
Resolve and close all customer and technical requests and issues
Troubleshoot, investigate and escalate customer requests/issues while consulting all teams
Investigate, troubleshoot, duplicate undocumented features (bugs)
Follow BlackArrow company and support defined processes
Proven experience working with extremely tight deadlines in order to meet aggressive schedules
Maintain an extremely positive attitude and deliver the highest level of professionalism to all customer
Create customer facing documentation such as FAQs, Tech Tips and more
Review internal documentation and provide feedback to all relevant parties
Assist Quality Assurance in testing new releases in QA/development environments
Assist other staff with projects related to process definition, product installation and related
Be an ambassador for BlackArrow products and services
Requirements:
At least 3-5 years of customer and/or technical support skills (phone, email & ticket processing)
At least 3-5 years of system administration skills in UNIX or Linux (CentOS & Redhat)
Provide a working understanding of browser technology (MS Explorer v6.0+, Firefox, Safari & Chrome)
Requires understanding of HTTP, XML, HTML and other computer-based protocols
Understanding of technical tools such as VM, TraceRT, NSLookup, Firebug, Charles and more
Proven track record in managing customer expectations both technical and non technical (account management)
Strong listening, speaking and writing skills
Exceptional time-management ability
Ability to read Apache, MySQL and other log files
Ability to self troubleshooting issues, build own knowledge and provide a transfer of knowledge to others
“Can do” attitude – assertively take ownership of tasks, projects and issues until final resolution achieved
Demonstrate a high level of technical, analytical, and problem solving skills
Ability to learn new technologies as required and continually advance your skills as needed
Must have a flexible work schedule, plus be available to work on-call 24×7 rotational shift
Degree in Computer Science or equivalent work experience (3-5 years)
Preferred:
Knowledge of cable-based standards SCTE 130, SCTE 35, ADI, Canoe CIP, CTAM, EBIF and other protocols
Experience with broadband advertising standards such as IAB VAST
BlackArrow offers a fast, fun, creative and diverse work environment. We provide a full benefits package consisting of medical, dental, vision, life insurance, 401(k) and stock options. To apply, please submit your cover letter, resume and position you are applying for to jobs@blackarrow.tv.
BlackArrow is an equal opportunity employer. Principals only, please.
Customer support engineer
Location: San Jose, CA
BlackArrow is looking for a dynamic, highly motivated customer support engineer to provide customer and technical support for our BlackArrow Advanced Advertising System. This candidate must have the ability to manage customer expectations by providing solutions to novice as well as technical customers, exceptional troubleshooting skills, excellent communication and writing skills, and the ability to thrive in a demanding, fast-paced environment. As a customer support engineer, you will be responsible for all customer facing requests and have a significant impact in advancing our customer success within the dynamic video advertising marketplace.
Responsibilities:
Requirements:
Preferred:
BlackArrow offers a fast, fun, creative and diverse work environment. We provide a full benefits package consisting of medical, dental, vision, life insurance, 401(k) and stock options. To apply, please submit your cover letter, resume and position you are applying for to jobs@blackarrow.tv.
BlackArrow is an equal opportunity employer. Principals only, please.