Implementation Engineer

Location: San Jose, CA 

BlackArrow is looking for a dynamic, highly motivated individual for our growing Client Services team. As the Implementation Engineer, you would play a critical role in ensuring BlackArrow customers get the greatest value from BlackArrow’s offerings.  You would participate in projects that have significant impact to BlackArrow and maximize customer prospects within the advanced advertising marketplace. To be successful, you must be able to coordinate complex customer-facing projects from start-to-finish and have excellent communication and writing skills. You must be the kind of person who seeks challenges and thrives in a demanding, fast-paced environment.

Position Responsibilities:

  • The primary responsibility of this role is to ensure customer success!
    • Develop and maintain an in-depth knowledge regarding the capabilities of BlackArrow products and services
    • Manage multiple customer projects simultaneously
    • Ability to assess and prioritize customer requests and projects
    • Guide BlackArrow customers through advertising campaign planning and setup
    • Work closely with technical team members to determine custom product configuration solutions
    • Document and communicate clear resolutions and requirements
    • Engage with BlackArrow partner teams to ensure and verify that campaign launches are successful
    • Provide BlackArrow customers with ongoing configuration support and troubleshoot technical issues throughout the campaign lifecycle, from simple campaign entry errors to lower level system diagnostics
    • Act as point of contact between BlackArrow customers, Sales, Client Services and Operations teams
    • Collaborate with BlackArrow Sales and Client Services to maximize product and services usage while providing subject matter expertise regarding best practices and system capabilities
    • Assist with the deployment of BlackArrow enterprise software including planning, installation, configuration, testing, training, tracking and documentation.
    • Perform product and technical configuration including account setup, user setup, contract setup, and data ingest.
    • Develop custom shell scripts, SQL queries and other tools as required for troubleshooting and/or deployment.
    • Act as a liaison among various BlackArrow teams when resolving customer technical issues, answering product questions and other types of general inquires.

The right candidate will possess:

  • A Bachelor’s degree in Software Engineering, Computer Information Systems, or comparable industry experience
  • 4+ years experience as an applications engineer or software engineer
  • Hands-on experience with Linux command-line syntax, system utilities, and tools
  • Working knowledge of vi or equivalent Linux text editor
  • Hands-on experience with scripting languages such as Linux Shell script and Perl
  • Hands-on experience with relational databases and comfortable executing SQL queries and running database scripts
  • Excellent problem solving skills
  • Excellent interpersonal and communication skills
  • Strong writing and documentation skills
  • Experience with trouble ticketing procedures and software tools
  • Demonstrated ability to maintain a high service quality in keeping with service level agreements (SLAs), as measured through “time-to-response” and “resolutions time”

Extra Credit if you have: 

  • Understanding of the online media marketplace
  • Experience with cable TV/IPTV related technologies is a plus
  • Experience with web-based dynamic advertising platforms and technologies a plus.
  • Experience with video content delivery networks and technologies a plus.

BlackArrow offers a fast, fun, creative and diverse start-up work environment. We provide a full benefits package consisting of medical, dental, vision, life insurance, 401(k) and stock options.

BlackArrow is an equal opportunity employer. Principals only, please.