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Solutions Engineer, POWRTV – Streaming Media Group

LOCATION

100% Remote – North America. Bitcentral is based in Newport Beach, CA

SENIORITY LEVEL

Full-time with Benefits

INDUSTRY

Broadcast and Technology

EMPLOYMENT TYPE

Full-Time

DEPARTMENT

Streaming Media Group

JOB FUNCTIONS

Solutions Engineer, PowrTV is responsible for onboarding new PowrTV platform Customers and responding to and managing resolution of Customers’ product/technical issues in a timely, efficient, and professional manner. Responsibilities also include documenting all issues, troubleshooting steps, and resolutions. This role reports to the Director of Customer Succes

ESSENTIAL DUTIES & RESPONSIBILITIES:
  • Communicate with Customers to ensure that all of their needs are understood and addressed
  • Participate and actively manage the successful onboarding and go-live of new Customers
  • Build strong Customer relationships to maintain accounts and evangelize new capabilities to Customers
  • Own the troubleshooting process of Customer issues by either providing a solution directly or determining if a particular issue requires input from other teams, product development, or changes in Customer workflow or process
  • Collaborate with product management and engineering to ensure that they understand platform bugs and Customer feature requirements and request
  • Resolve complaints and track all processes that pertain to Customer requests
  • Act as the Customer’s representative in internal conversations to ensure that their demands are met with a focus on improving the Customer experience
  • Collect and analyze consumer behavioral data to understand and communicate changing needs, both internally and externally
  • Act as a subject matter expert on all aspects of the POWR and FUEL platforms including in-house and third-party data analysis
  • Coordinate usage data for end-of-month Customer billing in coordination with finance team
REQUIRED EXPERIENCE & QUALIFICATIONS
  • 3+ Years’ experience in Account Management, Project Management, QA or Software Development
  • Exceptional Customer-facing communication and problem-solving skills and experience addressing Customer complaints
  • Strong verbal and written communication skills
  • Strong experience communicating product features and workflows to Customers
  • Up-to-date understanding of digital video, live streaming, and CTV/mobile applications
  • Excellent interpersonal skills for dealing with different types of Customers and multiple internal teams
  • Strong analytical skills for analyzing Customer data
  • Time management and multitasking skills to handle multiple tasks and Customers at once
  • Strong organizational skills and attention to details
  • Strong desire to grow knowledge base of digital video, publishing, and streaming media

Extra Credit Experience:

  • Video encoding, transcoding, streaming and live streaming Experience
  • Knowledge of HTML5 Video, MRSS Feeds, HTML & Javascript
  • Google Ad Manager Experience & Programmatic Ad Experience
  • Experience with Transactional payment gateways
  • Tools familiarity: Atlassian (JIRA, Confluence), Asana, ProductBoard, Hubspot, Netsuite