Solutions Engineer, POWRTV – Streaming Media Group

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

• 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

• 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