Principal Applications Engineer

Buscojobs México; Jalisco; A distancia; MXN 549,000 - 825,000; Jornada completa

Descripción de la vacante

A global technology company is seeking a Technical Support Specialist to provide exceptional customer service and technical support. The role requires experience in the Technology/IT industry, strong communication skills, and the ability to troubleshoot issues effectively. This position is fully remote in Guadalajara, Mexico, and offers competitive benefits and a collaborative work environment.

Servicios

Unlimited Paid Time Off

Competitive salary

Health, dental, and vision benefits

Annual company Family Events

Fun and collaborative office environment

Regional Meetups

Social Virtual Hangouts

Equity

401K

Formación

• 3-5 years of experience in the Technology/IT industry.
• 2+ years of experience with SQL queries.
• Strong written and verbal communication skills.

Responsabilidades

• Deliver exceptional customer experience through written and verbal responses.
• Document and communicate detected bugs to the engineering team.
• Conduct virtual training sessions with end users.

Conocimientos

Customer service skills

Strong communication

Problem-solving ability

Technical troubleshooting

Multi-tasking

Educación

Bachelor's Degree in Computer Science or related field

Herramientas

SQL

Descripción del empleo

This is a Global team, so this role will be interacting closely with Support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with customers around the world.

Working for Brightcove will give you a unique opportunity to join a fast growing company and play an integral role building products and online services that promise to transform the media industry and change the way people all over the world watch video.

Responsibilities

• Manage 6 - 8 technical customer service engineers, in a multilingual environment.
• Create a team culture and environment that is customer and employee focused.
• Understand the team and individual's technical needs by providing regular coaching, mentoring & constructive feedback.
• Develop all level of employees within our organization, to ensure successful succession planning by setting and tracking development goals, as well as implementing PIP (Performance Improvement Plans) when performance issues are identified by following a people-first approach.
• Establish and assure adherence to budgets, schedules, work plans and performance requirements.
• Participates as an evaluator of soft & technical skills, to support the hiring and interviewing processes.
• Provide a voice of the customer to internal stakeholders in our Product and Engineering teams and make sure our product and documentation reflects our customer needs.
• Interact with senior management and executives, concerning cross-functional areas and responsibilities.
• Clearly communicate updates on performance against targets and objectives, to senior management and executives.
• Drive continuous process improvements / initiatives, to increase productivity, improve customer satisfaction (C-SAT) and consistently meet business KPIs.
• Participate in global reviews of the organizational tools, performance, policies and procedures to ensure continuous improvements and standardization across sites globally.

Qualifications/Experience

• College degree (CS degree preferred but not required).
• Minimum of 3 years relevant management / team leading experience, in a customer facing environment, with the ability to demonstrate management experience achieving adherence to Service Level Agreements.
• Experience delivering on global strategic initiatives to improve customer satisfaction and experience.
• Experience managing large enterprise customer partner relationships and advocating for technical issues or needs.
• Required to be flexible, detail-oriented and organized with the ability to multi-task.
• Excellent English communication skills and strong customer focus.
• Proven ability to work with the team to quickly and calmly resolve technical issues.
• Exposure to online technical problem solving and troubleshooting.
• Understanding of internet technologies including browsers, networking, firewalls & proxy servers.
• Working knowledge of web-based technologies, including HTML, CSS, JavaScript.

Nice to have

• Programming experience with at least one server-side programming language (Ruby, PHP, Java, Swift, Python).
• Familiarity and working knowledge with online video and rich media.
• Strong data entry skills.

Working at Brightcove

As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company's success. We offer competitive benefits and compensation packages.

Brightcove is headquartered in Boston, this role is designated to be located in our brand new Guadalajara office which is located in Puerta de Hierro, part of the metropolitan area of Guadalajara. The office has been designed with the latest technology, an open yet focused working space layout and employees enjoy access to stocked kitchens with daily catered lunches and social activities that celebrate a variety of personal interests. We have plenty of opportunities to meet your colleagues around the globe and we also celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of Brightcove, Pride of Brightcove, Parents of Brightcoveand more to come!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Send us your resume if you are interested and want to learn more!

***Please submit your resume in English to be considered for this role.**

**#LI-MR1**

Technical Support Specialist

Ayer

Perks Unlimited Paid Time Off. Competitive salary. Health, dental, and vision Benefits. Annual company Family Events. Fully Remote. Fun and collaborative office environment. Regional Meetups. Social Virtual Hangouts. Equity. 401K.

WHO WE ARE

Our product and industry are ever-changing, and it is not uncommon for priorities or goals to shift quickly. We are building a world-class organization, and we believe individuals with high mental horsepower can up-level all members of the team around them.

WHAT IF

• You could help an entire industry become more efficient with technology? At PickTrace, we are digitizing the agriculture industry in a big way, and that’s why we are looking for a Technical Solutions Specialist to join our Team. You will play a critical role in the success of our growing customer base, and find genuine fulfillment in helping others. Your role is to support our client by ensuring they find the best experience on the use of our PickTrace framework.

This role will report directly to the

Director, MX Operations. This role will be fully remote in Mexico.

WHAT WILL YOU DO

• Deliver an exceptional customer experience through timely and informative written & verbal responses to our customers technical product questions.
• Proactively analyze and detect pain points by observing our clients’ interactions with our product.
• Actively document learnings and feedback from clients, and share findings cross-functionally throughout the org.
• Detects and documents bugs or potential functionality problems on our software by providing detailed information to the Engineering Team allowing them to clearly understand the roots of the problems and provide fast solutions.
• Document and communicate detected bugs and/or functionality software issues with our engineering team to ensure solutions can be quickly implemented.
• Create training materials and documentation about our PickTrace products to feed our FAQ’s and customer support base.
• Drive effective adoption of our solutions by providing continuous customer guidance and education on best practices.
• Conduct virtual trainings with end users to build greater comfort with our product (field and office).
• Build relationships with our clients and establish yourself as a trusted point of contact for questions, concerns, and feedback in regards to our solutions.
• Seek continuous improvement regarding customer service processes to find strategies that ensure high levels of customer satisfaction.
• Interact with all users (field and office) in a remote environment to ensure they are leveraging PickTrace tools per best practice with their daily operations, and drive deep understanding of our software.

Specialist, Technical Support

Ayer

Job Qualifications:
Recruiter: Montserrat Tavares
Position reports to: Ruben Sotelo
REQUIRED QUALIFICATIONS:
Skills:
- Demonstrated ability to achieve results under limited supervision
- Strong written and verbal communication skills, with a demonstrated ability to communicate effectively with all levels of an organization
- Handle customer service situations in a professional manner and maintain customer satisfaction as a primary goal.
- Troubleshoot, diagnose, and repair product and service concerns.
- Understanding of system architecture of Application and System Integration Processes.
- Provide high level details of customer problems with reproducible steps to escalate to other teams and departments
- Contribute to and use Knowledge Base.
- Ability to interact effectively with individuals from different countries and cultures, with a sensitivity to cultural diversity.
- Hands-on software troubleshooting experience and ability to analyze into software-related issues and products.
- Strong work ethic with an emphasis on service and quality.
- Ability to function as an effective team member or independently.
- Motivated self-starter with initiative.
- Self-managing: well organized, with multi-tasking and time management skills; maintains attention to detail and works effectively in a fast-paced and rapidly changing multi-team environment.
- Schedule availability

Languages:
Native in Spanish or English
Advance in Spanish or English

Experience:
3 - 5 years demonstrated experience in the Technology/IT industry.
2+ years of experience with SQL queries.

Education:
Bachelor’s Degree in Computer Science or related field or equivalent work experience

PREFERRED QUALIFICATIONS:
Excellent oral and written communication skills.
Strong interpersonal and conflict resolution skills.
Experience in.NET/SQL Server.
Experience with change management tools and processes, including source code control, versioning, branching, defect tracking and release management.
Experience with Incident management processes.