Junior Solutions Engineer

About the position

Bitmovin is a global Series-C SaaS scale-up that provides award-winning video streaming technology to world-renowned brands including Disney, Warner Brothers Discovery, BBC, Red Bull Media House, Hulu, and The New York Times, to name just a few. At Bitmovin, we know that to be the best, we have to have the best people. So we are an inclusive flexible employer of some of the most impressive and diverse talent across the globe, with a culture that enables you to see success by being your best self. Our Customer Experience team is looking for a Junior Solutions Engineer to be the technical voice of our products in pre and post-sales technical activities. We seek to maximize the value our customers gain from our products in media compression, playback, and analytics.

Responsibilities

• Being the voice of Bitmovin to customers, including industry leading Video Streaming content providers, and advocating for those customers’ needs within Bitmovin
• Becoming intimately familiar with customers’ integration and use of Bitmovin products in their video workflows to assist in problem identification and resolution
• Triaging and troubleshooting reported support cases to determine root causes and find potential solutions or workarounds
• Uncovering customer business problems and discovering unmet technical needs and pain points using well-honed technical discovery practices and targeted questions
• Liaising closely with customers in a friendly and consultative manner, guiding them through decisions and focusing on their use case successes
• Work together with Customer Success Managers to prepare, facilitate, and participate in customer-facing quarterly business reviews (QBRs), on-site or remotely
• Engaging customers in frequent time periods to ensure they have what is required to successfully use the products
• Identifying potential opportunities for existing customers to get more value out of Bitmovin products they’re already using and also to explore new Bitmovin products

Requirements

• BA / MA in Computer Science, Software Engineering or similar
• Support or other service-oriented customer-facing roles
• Excellent written and verbal communication, love for communicating with people
• Software development and troubleshooting complex technical issues as well as researching and offering solutions, including potential workarounds
• Video compression and/or playback technologies
• Experience in software development with JavaScript OR Java, foundational knowledge of Swift, Kotlin, Python

Nice-to-haves

• Second Language (Spanish, written and spoken)
• Using support and CRM tools such as Zendesk/Intercom/Jira Service Desk
• Knowledge of DevOps methodologies and appreciation for the value that technologies like Serverless and Kubernetes bring to the software deployment and development process
• Worked at an existing vendor of media technology products such as encoding or player
• A passion for learning, feedback, and continuous improvement
• Experience as a software developer or experience using APIs and SDKs