.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**- Help ensure proper planning, resourcing, and quality of service for live event requests.- Analyze technical trends and recommend product and documentation enhancements.- Actively contribute to our online community and knowledge database for up-to-date customer information and solutions.- Setup and maintenance of live streaming configurations, hardware and software.- Provide stream monitoring for high profile events and 24/7 streaming channels on multiple client devices including iOS, Android and Desktop.- Online video Playback, and Analytics reporting.- Provide pre-sales support related to customer requirements validations, and guidance on best practices/workflows/tools.- Assist in maintaining detailed reporting and provide regular analysis of NOC quality of service metrics.- Establish and assure adherence to schedules and work plans.- Maintain communication with internal business teams and customers.
**Qualifications/Experience**- 3+ years of experience in a customer-facing role.- Required to be flexible, detail-oriented and organized with the ability to multi-task.- Ability to maintain confidence, confidentially, and composure during difficult and/or complex situations.- Excellent verbal and written communication skills.- Experience in managing daily operations / scrum methodology experience.- Knowledge of web-based technologies, including HTML, CSS, JavaScript.- A strong (broadcast, OTT) IT monitoring and operational background with 4+ years of experience architecting, building and managing multi-platform, multi-media video delivery pipeline.- Ability to work under pressure, in stressful situations, in a 24x7 production environment.- Excellent issue isolation, troubleshooting, and debugging skills.- Solid Knowledge of video encoding (H.264, HEVC,, AAC), video packaging and streaming (RTP, RTMP, HLS, DASH), CDN delivery, cloud infrastructure, and DRM solutions.- Strong knowledge of the full digital video tech stack: players, protocols, encoding, packaging, content delivery, and platform support.
**About Brightcove**Brightcove is a team of smart, passionate people who are revolutionizing the way organizations deliver video.
We're hyped up about storytelling, and about helping people connect, share experiences, and view the world.
Bottom line: video is the world's most compelling, exciting medium, and Brightcove exists to demonstrate that video means business