Technical Support Engineer Remote Jobs

22 Results

1d

Sr. Technical Support Engineer, Focused Services

Palo Alto NetworksPhiladelphia, PA, Remote
azureopenstacklinuxAWS

Palo Alto Networks is hiring a Remote Sr. Technical Support Engineer, Focused Services

Job Description

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.  

Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

  • Provide Technical Support to top-tier customers
  • Provide tailored troubleshooting, configuration guidance, and best practices
  • Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups with thorough documentation of all the troubleshooting steps in the ticketing system
  • Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
  • Be the subject matter expert on core technologies of Palo Alto Networks product line
  • Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
  • File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
  • Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
  • Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
  • Travel to customer sites in the event of a critical situation to expedite resolution as required

Qualifications

    Your Experience

    • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
    • OSI and TCP/IP networking standards
    • Networking Operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT
    • Troubleshooting Network and Networking Tools: Wireshark, GNS3  
    • Routing Protocols - OSPF, BGP
    • VPN Technologies - IPsec, SSL, Site-to-Site VPN, Remote Access VPN
    • Authentication Protocols - LDAP, TACACS+, Radius
    • The below skills are a plus
      • Virtualization experience (AWS, Azure, VMWare, OpenStack) 
      • Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)
      • Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems
      • Technical Customer Support Background   
    • BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
    • Excellent written and verbal communication skills
    • Willingness to work outside of normal business hours (As business needs dictate) 

    See more jobs at Palo Alto Networks

    Apply for this job

    1d

    Technical Support Engineer, Senior 1

    ProgressHybrid Remote, Hyderabad, India

    Progress is hiring a Remote Technical Support Engineer, Senior 1

    We're Progress - we offer the best platform for building and deploying tomorrow's applications quickly and easily. We are bold, forward-thinking innovators who build things that work and care about our customers. We invent and reinvent every day, work together as one, value and respect each other and cheer our wins. Join us as a Technical Support Engineer, Senior I for our Product support team in Hyderabad.   
       
    Summary: Provide world-class technical support and service for the Progress’ Managed File Transfer product suite.

    About the Role:
       
    Provides technical support to customers and other departments. Handles technical issues of low to moderate complexity with little to no supervision. Specialized in one area/product with good customer care skills. Knowledgeable about internal procedures, processes, and tools. Excellent team player and communicator with very good diagnostic and troubleshooting skills.
       
       
    Responsibilities:      
    • Provides technical assistance to evaluators, customers, resellers and Progress employees via telephone, customer portal tickets, email, WebEx, instant messaging or any other available communication option
    • Assists with the installation, configuration, use and maintenance of our software products
    • Follows the processes and procedures for technical support workflow
    • Diagnoses and explains external hardware and software issues that affect the use and/or configuration of our software (e.g., environmental or network)
    • Provides customers with information about Progress products and resources
    • Capable to support new company products with appropriate level of on the job training
    • Interacts professionally and courteously with all customers and peers.  Easily approachable, reacts calmly under stressful situations; receive constructive criticism well. Maintains confidentiality.
    • Communicates clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with Development, and other open issues. Sets appropriate expectations for resolutions and workarounds for product defect
    • Escalates product issues to management or other team members
    • Logs product defects and feature requests clearly in the corresponding systems
    • Provides Development with clear and complete information, when Development assistance is required, carrying out recommended diagnostic steps and gathering information as necessary
    • Demonstrates and applies good understanding of knowledge capturing principles (e.g. create new knowledge resources and/or update the existing content - product demos, KB and technical articles/documentation, etc.)
    • Reviews product documentation, identifies topics needing improvement and is able to contribute
    • Responsible for professional self-development by attending formal and informal training (webinars, white papers) offered within the office and externally based on your development plan agreed with your manager. Option to enroll in Progress-sponsored security training resulting in certification through organizations such as CompTIA, SANS and (ISC)2
    • Participates in forums, responds to technical questions, sharing product knowledge with colleagues
    • Provides assistance to peers working in the same specialty area as well as handling issues outside of the area of specialty
    • Occasional travel requirement
    • Be part of an emergency-only after-hours call rotation
       
    Required Skills:      
    • BS in Computer Science, Computer Information Systems experience, or MS with or equivalent experience or degree
    • Excellent verbal and written communication skills
    • Solid analytical and troubleshooting skills are specific to software-related issues 
    • Strong customer service skills
    • Ability to multitask in a fast-paced environment and maintain attention to details
    • Knowledge/experience with windows/linux OS administration, SSL, SSH, Networking, File transfer technologies.
    Shift Timings: 12.30 PM - 09.30 PM IST (Fixed Shift)     
    What we offer in return is the opportunity to join a talented team of bright and nice people and to also enjoy :

    Here at Progress, we truly care about your employee experience. It is important to us for our employees to balance their work and home life, obtain viable options for their health and wellness, grow their career, and plan for financial success.   
    • 30 days of earned leaves plus an extra day off for your birthday, various other leaves like Marriage leave ,Casual leave, Maternity leave , Paternity Leave
    • Premium Group medical Insurance for employee and 5 dependents ,Personal accident insurance coverage, Life insurance coverage
    • Professional development reimbursement
    • Interest subsidy on loans - either vehicle or personal loans 

    Together, We Make Progress

    Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!

    See more jobs at Progress

    Apply for this job

    4d

    Technical Support Engineer - German Fluency

    SamsaraRemote - Germany
    5 years of experiencepython

    Samsara is hiring a Remote Technical Support Engineer - German Fluency

    Who we are

    Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

    Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. 

    Recent awards we’ve won include:

    Glassdoor's Best Places to Work 2024

    Best Places to Work by Built In 2024

    Great Place To Work Certified™ 2023

    Fast Company's Best Workplaces for Innovators 2023

    Financial Times The Americas’ Fastest Growing Companies 2023

    We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey. 

    Click hereto learn more about Samsara's cultural philosophy.

    About the role:

    Samsara is looking for an experienced Technical Support Engineer to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support teamwithin the umbrella of the Global Technical Support organization. You will resolve complex customer problems and improve support across all teams. Your work will be collaborative, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues.  

    The ideal candidate will have a strong technical background, experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support, including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams.

    You should apply if:

    • You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
    • You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
    • You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
    • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

    Click here to learn about what we value at Samsara. 

    In this role, you will: 

    • Product Expertise: Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
    • Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
    • Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
    • Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-servisablity for our end users.
    • Partnerships: Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
    • Feedback Loop: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
    • Team Player: Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

    Minimum requirements for the role:

    • B.S. in Computer Science, Engineering (Mechanical/Electrical), or another technical field.
    • 2-5 years of experience in support, engineering, or other technical role.
    • Strong familiarity with using CRMs like Zendesk or Salesforce.
    • Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
    • Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
    • Excellent written and verbal communication skills, you can speak both Engineer and Human.
    • Strong bias for action, ability to dive deep, and insistence on the highest standards.
    • Ability to work in a hyper-growth environment with shifting priorities.
    • Willingness to work flexible hours. Some holidays and On-Call may be required.
    • Multi-lingual candidate - must have the highest fluency in German and English.

    An ideal candidate also has:

    • Experience with SaaS platform operations or you like tinkering with python, JSON, scripting, databases, or cloud systems. 
    • Experience working with global teams.

    At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

    Benefits

    Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

    Accommodations 

    Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click hereif you require any reasonable accommodations throughout the recruiting process.

    Flexible Working 

    At Samsara, we haveadopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants.As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company. 

    Fraudulent Employment Offers

    Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

    Apply for this job

    ReCharge Payments is hiring a Remote Associate Technical Support Engineer

    Who we are

    In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.

    Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering everything from no-code customer portals, personalized offers, and customizable bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 90 million subscribers, including brands such as Blueland, Hello Bello, CrunchLabs, Verve Coffee Roasters, and Bobbie—Recharge doesn’t just help you sell products, we help build buyer routines that last.

    Recharge is recognized on the Technology Fast 500, awarded by Deloitte, (3rd consecutive year) and is Great Place to Work Certified.

    Overview

    In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls.

     

    What you'll do

    • Live by and champion our core values: #day-one, #ownership, #empathy, #humility

    • Use your technical expertise and customer service skills to resolve questions and issues for our online merchants

    • Communicate clearly in writing to both technical and non-technical people

    • Communicate clearly in writing in a timely manner via live chat

    • Communicate clearly and effectively via phone with customers on the premium plan

    • Identify patterns, recommend improvements, and filter out unimportant issues

    • Contribute to the ongoing development of documentation and best practices

    • Assist with successful on-boarding of new customers

     

    What you'll bring

    • Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred

    • Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen

    • A passion for problem solving and the humility to ask for assistance

    • A sense of urgency and a satisfaction from going above and beyond to provide solutions

    • Ability to work remotely and desire to make an impact at a boot-strapped start-up

    • Excellent customer service and English fluency (written and spoken)

    • A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor 

    • Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)

    • Ability and desire to work flexible shifts shifts

    • 2+ years of experience in technical customer support at a SaaS company, or similar

    Recharge | Instagram | Twitter | Facebook

    Recharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Recharge Payments prohibits any form of workplace harassment. 

    Transparency in Coverage

    This link leads to the Anthem Blue Cross machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes network negotiated rates for all items and services; allowed amounts for OON items, services and prescription drugs; and negotiated rates and historical prices for network prescription drugs (delayed). EIN 80-6245138. This link leads to the Kaiser machine-readable files.

    #LI-Remote

    See more jobs at ReCharge Payments

    Apply for this job

    ReCharge Payments is hiring a Remote Associate Technical Support Engineer (Australia)

    Who we are

    In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.

    Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering everything from no-code customer portals, personalized offers, and customizable bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 90 million subscribers, including brands such as Blueland, Hello Bello, CrunchLabs, Verve Coffee Roasters, and Bobbie—Recharge doesn’t just help you sell products, we help build buyer routines that last.

    Recharge is recognized on the Technology Fast 500, awarded by Deloitte, (3rd consecutive year) and is Great Place to Work Certified.

    Overview

    In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls.

    Please note: this role is a remote contract rolebased in Australia and will have a scheduled shift of Tuesday-Saturday, 9am-5pm AEDT.


    What you'll do

    • Live by and champion our core values: #day-one, #ownership, #empathy, #humility

    • Use your technical expertise and customer service skills to resolve questions and issues for our online merchants

    • Communicate clearly in writing to both technical and non-technical people

    • Communicate clearly in writing in a timely manner via live chat

    • Communicate clearly and effectively via phone with customers on the premium plan

    • Identify patterns, recommend improvements, and filter out unimportant issues

    • Contribute to the ongoing development of documentation and best practices

    • Assist with successful on-boarding of new customers


    What you'll bring

    • Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred

    • Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen

    • A passion for problem solving and the humility to ask for assistance

    • A sense of urgency and a satisfaction from going above and beyond to provide solutions

    • Ability to work remotely and desire to make an impact at a boot-strapped start-up

    • Excellent customer service and English fluency (written and spoken)

    • A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor 

    • Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus

    • Ability and desire to work flexible shifts shifts

    • 2+ years of experience in technical customer support at a SaaS company, or similar

    Recharge | Instagram | Twitter | Facebook

    Recharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Recharge Payments prohibits any form of workplace harassment. 

    Transparency in Coverage

    This link leads to the Anthem Blue Cross machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes network negotiated rates for all items and services; allowed amounts for OON items, services and prescription drugs; and negotiated rates and historical prices for network prescription drugs (delayed). EIN 80-6245138. This link leads to the Kaiser machine-readable files.

    #LI-Remote

    See more jobs at ReCharge Payments

    Apply for this job

    17d

    Technical Support Engineer - Tier 1

    BrightcoveMexico - Remote
    c++javascript

    Brightcove is hiring a Remote Technical Support Engineer - Tier 1

    Are you passionate about working directly with customers and immediately impacting their success? Are you driven by solving technical questions and issues? We are looking for someone who is passionate about providing efficient and accurate technical assistance to our growing customer base of online video publishers. The right candidate is a highly motivated person with experience working in a customer facing role. Candidates must have an experienced technical background, and a working understanding of web-based technologies, and high enthusiasm for customer success.

    Job Responsibilities 

    • Researching issues, replicating technical problems, and communicating directly with customers to provide outstanding customer support via phone, live chat and email.
    • 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. This is a global team, so this role will be interacting closely with Support offices in the US, Mexico, Europe, Australia, Singapore 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. 

    Qualifications/Experience 

    • 1-2+ years work experience in a customer focused position. 
    • Fluency in written and spoken English is required. 
    • Exposure to online technical problem solving and triage. 
    • Proven ability to work with the team to quickly and calmly resolve technical issues. 
    • Understanding of internet technologies including browsers, networking, firewalls & proxy servers. 
    • Required to be flexible, detail oriented and organized with the ability to multi-task. 
    • Strong technology background with a comprehensive knowledge of PC-based (Mac a plus) applications and basic network applications, including knowledge of browser compatibility issues. 
    • Working knowledge of web-based technologies, including HTML, XML, FTP, JavaScript, and CSS. 
    • Familiarity and working knowledge with online video and rich media. 
    • Exposure to video encoding applications.
    • Working knowledge of Internet Networking processes.

    About Brightcove 

    Brightcove is a diverse, global team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping organizations reach their audiences in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. 

    Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and we have built a culture that values authenticity, individual empowerment, excellence and collaboration. This culture enables us to harness the incredible power of video and create an environment where you will want to grow, stay and thrive. Bottom line: We take our video seriously, and we take great pride in doing it as #oneteam.

    WORKING AT BRIGHTCOVE 

    We strive to provide our employees with an environment where they can do their best work and be their best selves. This includes a focus on our employees’ work experience, actively creating a culture where inclusion and growth are at the center, and hiring, recognizing, promoting employees who are committed to living and breathing these same ideals.  

    While remote work arrangements are available for most positions we also offer hybrid or on-site working options in our vibrant Guadalajara office located right in front of Andares shopping mall where employees enjoy access to fully-stocked kitchens, company events and social activities as well as an inspiring work environment. We are focused on creating a culture where inclusion and growth are at the center. We value collaboration, creativity, work/life balance, professional growth and providing an empowering space for open communication. You will have plenty of opportunities to meet your colleagues around the globe as 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 Brightcove … and more to come!

    We recognize that no candidate is perfect and Brightcove would love to have the chance to get to know you. 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. Brightcove embraces diversity and seeks candidates who support persons of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply. If you need any accommodations for your interview, please email recruiting@brightcove.com

    BC21044

    See more jobs at Brightcove

    Apply for this job

    19d

    Technical Support Engineer - French Fluency

    SamsaraRemote - France
    5 years of experiencepython

    Samsara is hiring a Remote Technical Support Engineer - French Fluency

    Who we are

    Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

    Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. 

    Recent awards we’ve won include:

    Glassdoor's Best Places to Work 2024

    Best Places to Work by Built In 2024

    Great Place To Work Certified™ 2023

    Fast Company's Best Workplaces for Innovators 2023

    Financial Times The Americas’ Fastest Growing Companies 2023

    We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey. 

    Click hereto learn more about Samsara's cultural philosophy.

    About the Role:

    Samsara is looking for an experienced Technical Support Engineer to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support teamwithin the umbrella of the Global Technical Support organization. You will resolve complex customer problems and improve support across all teams. Your work will be collaborative, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues.  

    The ideal candidate will have a strong technical background, experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support, including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams. 

    You should apply if:

    • You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
    • You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
    • You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
    • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

    Click here to learn about what we value at Samsara. 

    In this role, you will: 

    • Product Expertise: Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
    • Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
    • Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
    • Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-servisablity for our end users.
    • Partnerships: Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
    • Feedback Loop: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
    • Team Player: Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

    Minimum requirements for the role:

    • B.S. in Computer Science, Engineering (Mechanical/Electrical), or another technical field.
    • 2-5 years of experience in support, engineering, or other technical role.
    • Strong familiarity with using CRMs like Zendesk or Salesforce.
    • Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
    • Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
    • Excellent written and verbal communication skills, you can speak both Engineer and Human.
    • Strong bias for action, ability to dive deep, and insistence on the highest standards.
    • Ability to work in a hyper-growth environment with shifting priorities.
    • Willingness to work flexible hours. Some holidays and On-Call may be required.
    • Multi-lingual candidate - must have the highest fluency in French and English.

    An ideal candidate also has:

    • Experience with SaaS platform operations or you like tinkering with python, JSON, scripting, databases, or cloud systems. 
    • Experience working with global teams.

    At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

    Benefits

    Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

    Accommodations 

    Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click hereif you require any reasonable accommodations throughout the recruiting process.

    Flexible Working 

    At Samsara, we haveadopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants.As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company. 

    Fraudulent Employment Offers

    Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

    Apply for this job

    20d

    Principal Technical Support Engineer

    Insight SoftwareHyderabad, India, Remote
    sqloracleazuredockerpostgresqllinuxAWS

    Insight Software is hiring a Remote Principal Technical Support Engineer

    Job Description

    Work Timings:

    • Rotational Shift between (Morning - 6:00 AM to 3:00 PM, Afternoon - 2:00 PM to 11:00 PM, Night - 9:00 PM to 6:00 AM) IST

    Responsibilities

    As our new Customer Support Representative, you will:

    Provide technical and product support to the US customer base via telephone, web conferencing and e-mail;

    Facilitate successful resolution of customer issues by troubleshooting, testing, documenting and communicating those issues to all relevant people;

    Contribute to the development and on-going improvements of our on-line help system and product portal;

    Log cases and provide customer information to internal development team;

    Contribute to the overall development of our products with your ideas, suggestions and creative input;

    Demonstrate ownership of customer base by establishing strong relationships and providing guidance whenever needed or warranted.


    Additionally, you will:

    Provide support to Services team on all aspects of the install, configuration and deployment of our software;

    Qualifications

    Qualifications/ Requirements

    Experience of 11 - 15 years in IT Systems administration:
    ·       Advanced level experience in deploying and managing Servers on Linux and Windows platforms.
    Experience in DevOps Processes:
    ·       Experience in building, deployment, maintaining/managing IT infrastructure.
    ·       Advising regarding the best tools and technologies to meet the IT infrastructure needs.
    ·       Knowledge of Cloud platforms (AWS, MS Azure, Google Cloud Platform-GCP), OS Administration, scripting (Linux Shell scripting) & SQL.
    Experience in Database Management:
    ·       Must have experience in deploying and managing PostgreSQL & Actian Vector databases.
    ·       Perform DB health checks, performance tuning, database optimizations etc.
    ·       Experience in backup, restore & recovery processes.
    ·       Experience in database upgrades & migrations to Cloud platforms.
    Experience in Virtualization Technologies:
    ·       Experience in Server Virtualization technologies like VMware, Windows Server
    Virtualization (Hyper-V), Red Hat/Oracle Virtualization and deployment of VM
    servers.

    Experience in Containerized/Orchestrated Infrastructure:
    ·       Experience in deploying and managing Docker Containers for Microservices in     Microservices architecture.

    Experience in Configuration Management Systems:
    ·       Experience in Systems configuration management on Windows, Linux & Cloud (AWS, Azure, OCI, GCP) platforms.

    Nice to have Skills/Experience:
    ·       ERP Systems – Oracle EBS, Oracle JDE (World and Enterprise 1)
    ·       Database Integration & Replication Solutions like Qlik(Attunity) Replicate, HVR, Actian DataConnect etc.
    ·       Micro-services & Application Services.
    ·       Oracle, MS SQL Server & IBM DB2 RDBMS."

    Apply for this job

    23d

    Technical Support Engineer

    SamsaraRemote - Mexico
    1 year of experience

    Samsara is hiring a Remote Technical Support Engineer

    Who we are

    Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

    Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. 

    Recent awards we’ve won include:

    Glassdoor's Best Places to Work 2024

    Best Places to Work by Built In 2024

    Great Place To Work Certified™ 2023

    Fast Company's Best Workplaces for Innovators 2023

    Financial Times The Americas’ Fastest Growing Companies 2023

    We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey. 

    Click hereto learn more about Samsara's cultural philosophy.

    About the role:

    Samsara is looking for an experienced Technical Support Engineer to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support teamwithin the umbrella of the Global Technical Support organization. You will be responsible for resolving complex customer problems and improving support across all teams. Your work will be collaborative in nature, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues.  

    The ideal candidate will have a strong technical background with experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams. 

    This role will require you to work from our Mexico City office as needed to handle support escalations. You must reside within a 1.5 hour commuting distance from the office.

    You should apply if:

    • You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
    • You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
    • You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
    • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

    Click hereto learn about what we value at Samsara. 

    In this role, you will: 

    • Product Expertise: Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
    • Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
    • Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
    • Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-servisablity for our end users.
    • Partnerships: Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
    • Feedback Loop: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
    • Team Player: Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

    Minimum requirements for the role:

    • B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
    • 6 months - 1 year of experience in support, engineering, or other technical roles.
    • Bilingual English and Spanish is a must.
    • Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
    • Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
    • Excellent written and verbal communication skills, you can speak both Engineer and Human.
    • Strong bias for action, ability to dive deep, and insistence on the highest standards.
    • Ability to work in a hyper growth environment with shifting priorities.
    • Willingness to work flexible hours during nights and weekends is preferred.

    An ideal candidate also has:

    • Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus.
    • Trilingual English, Spanish and French is a big plus.
    • Familiarity with using CRMs like Zendesk or Salesforce.

    At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

    Benefits

    Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

    Accommodations 

    Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click hereif you require any reasonable accommodations throughout the recruiting process.

    Flexible Working 

    At Samsara, we haveadopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants.As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company. 

    Fraudulent Employment Offers

    Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

    Apply for this job

    25d

    Senior Technical Support Engineer (L3)

    Live PersonBengaluru, Karnataka, India (Remote)
    Bachelor's degree3 years of experienceazurekubernetesAWSbackend

    Live Person is hiring a Remote Senior Technical Support Engineer (L3)

    LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

    At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

    Overview:

    We are looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team in India. As a Senior Technical Support Engineer, you will help provide excellent support to our enterprise-level customers, using your expertise in cloud technologies and troubleshooting skills

    You will report to the Regional Support Manager

    If you are an experienced Senior Technical Support Engineer with a passion for cloud technologies, excel in a customer-centric environment, and enjoy solving complex problems, we encourage you to apply. Join our team and be part of our mission to provide top-notch support to our valued customers in the ever-evolving cloud industry

    You will:

    • Be a Subject Matter Expert (SME) in backend systems, specialising in Network, Security, Stateless services, Web and App servers.
    • Troubleshoot and resolve complex technical issues raised by customers, ensuring resolution within Service level agreements.
    • Be the primary contact for customer issues, liaising between customers, Product Management, Engineering, and other teams.
    • Be the "voice of the customer" and provide valuable insights and feedback to the development and service teams for recurring issues.
    • Collaborate with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
    • Analyse recurring issues and contribute to the development of processes and requirements for better customer support solutions.
    • Mentor and educate team members, empowering them to handle technical escalations.
    • Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.
    • Be comfortable with 24/7 shift work and on-call duties to address important customer issues

    You have:

    • Minimum of 3 years of experience working as a Tier 3/4 Support Engineer or equivalent customer-facing position.
    • Experience supporting enterprise-level customers with Fortune 500 organisations.
    • Expertise in analysing, troubleshooting, and providing solutions for deep and complex technical issues.
    • Knowledge of web technologies and protocols.
    • Proficiency in troubleshooting different backend systems that support our platform end-to-end.
    • Experience communicating with enterprise customers through chat, email, and phone, including managing technical bridges during important situations.
    • Open to acquire new knowledge and learn new technologies and to initiate new projects to improve processes and customer support.
    • Experience with object-oriented languages and server-side scripting.
    • Experience with relevant technologies, such as SaaS and Cloud Infrastructure (AWS, GCP, Azure), network and web protocols (WS, TLS, HTTP), web and app servers (nginx, tomcat), IaaS/PaaS technologies (Kubernetes), and security and authorization principles (OAuth, JWT, TLS, or zero-trust).
    • Proficiency in scoping and trends analysis using databases, monitoring tools (Grafana, Graphite), and logging systems (Kibana, Splunk, logstash).
    • Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.

    Benefits:

    • Health: medical, dental, and vision
    • Time away: vacation and holidays
    • Development: Generous tuition reimbursement and access to internal professional development resources.
    • Equal opportunity employer
    • #LI-Remote



    Why you’ll love working here:

    As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 



    Belonging at LivePerson: 

    We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

    We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

     

    Apply for this job

    +30d

    Technical Services Engineer

    Ability to travelremote-firstsqlDesignc++backendfrontend

    George Jon, Inc. is hiring a Remote Technical Services Engineer

    Technical Services Engineer - George Jon, Inc. - Career Page

    See more jobs at George Jon, Inc.

    Apply for this job

    +30d

    Technical Support Engineer - Tier

    BrightcoveMexico - Remote
    mobileapiqajavac++androidcssjavascriptPHP

    Brightcove is hiring a Remote Technical Support Engineer - Tier

    Are you passionate about working directly with customers and immediately impacting their success? We are looking for an exceptional person to join our Customer Support team in providing efficient and accurate technical assistance to ensure complete customer satisfaction for our growing customer base of online video publishers. The ideal candidate is a dedicated problem solver, passionate about rich media technologies, and a proven customer advocate. We are looking for someone who is highly motivated with strong technical experience, excellent written and verbal communication skills and high enthusiasm for customer success. 

    Job Responsibilities

    • Working directly with customers via phone and email to respond to technical issues, providing escalated technical and triage support for other team members, and actively contribute to our online community and knowledge database for up-to-date customer information and solutions. 
    • Partnering with our Engineering, Product Management and QA teams to increase customer satisfaction by providing critical feedback and assistance for product enhancements. 
    • Work across a global Customer Supper team in the US, Europe, Australia, Korea, and Japan, as well as with customers around the world.

    Qualifications/Experience 

    • College degree (Computer Science degree preferred)
    • Excellent communication skills and strong customer focus
    • Proven analytical / problem solving ability
    • Ability to communicate technical concepts clearly and effectively, both written and oral
    • Demonstrated ability to lead and manage initiatives to completion.
    • Proven ability to work with the team to quickly and calmly resolve technical issues.
    • Solid understanding of internet technologies including browsers, networking, firewalls & proxy servers
    • Demonstrated ability to learn new skills quickly.
    • Ability to work independently and as a part of a team.
    • Required to be flexible, detail oriented and organized with the ability to multitask.
    • On-call availability 

    Technical Skills

    • Strong technology background with a comprehensive knowledge of Internet, Mobile and Digital Online Media technologies such as networking, servers, etc
    • Strong familiarity and working knowledge in JavaScript, HTML, and CSS is essential
    • Familiarity and working knowledge of Java; experience in Android development is a plus
    • Familiarity and working knowledge with rich media applications and mobile SDK development or testing
    • Familiarity and working knowledge of RESTful API use, data collection tools, developer support experience
    • Meaningful experience with online video and of video encoding applications
    • Exposure and working knowledge in at least one other programming language including Objective C/Swift, PHP, BASH, etc
    • Ability to test, troubleshoot and diagnose ad integrations issues highly desired
    • Working knowledge of video ad serving technologies (VAST, VPAID, VMAP, etc) highly desired
    • Working knowledge of ad/video analytics platforms (Omniture, MOAT, etc) highly desired

    About Brightcove 

    Brightcove is a diverse, global team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping organizations reach their audiences in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. 

    Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and we have built a culture that values authenticity, individual empowerment, excellence and collaboration. This culture enables us to harness the incredible power of video and create an environment where you will want to grow, stay and thrive. Bottom line: We take our video seriously, and we take great pride in doing it as #oneteam.

    WORKING AT BRIGHTCOVE 

    We strive to provide our employees with an environment where they can do their best work and be their best selves. This includes a focus on our employees’ work experience, actively creating a culture where inclusion and growth are at the center, and hiring, recognizing, promoting employees who are committed to living and breathing these same ideals.  

    While remote work arrangements are available for most positions we also offer hybrid or on-site working options in our vibrant Guadalajara office located right in front of Andares shopping mall where employees enjoy access to fully-stocked kitchens, company events and social activities as well as an inspiring work environment. We are focused on creating a culture where inclusion and growth are at the center. We value collaboration, creativity, work/life balance, professional growth and providing an empowering space for open communication. You will have plenty of opportunities to meet your colleagues around the globe as 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 Brightcove … and more to come!

    The Brightcove Privacy Policy explains the processing and purposes of any personal information.

    BC21018

    See more jobs at Brightcove

    Apply for this job

    +30d

    Senior Technical Support Engineer (German Speaking)

    ProgressHybrid Remote, Sofia, Bulgaria
    4 years of experienceBachelor's degreeazurelinuxAWS

    Progress is hiring a Remote Senior Technical Support Engineer (German Speaking)

    We're Progress - we offer the best products to develop, deploy and manage high-impact applications. We are bold, forward-thinking innovators who build solutions that work and care about our customers. We invent and reinvent every day, work together as one, value and respect each other, and cheer on our wins. Join us as a German-speaking Senior Technical Support Engineer in Bulgaria. 
     
    Position Overview: 
     
    This role involves providing advanced technical support to customers and internal teams, handling complex technical issues independently, mentoring junior staff, and demonstrating expertise across various technical domains while prioritizing customer care skills. 
     
    Responsibilities: 
    • Follow established technical support workflows and procedures.
    • Maintain professional and courteous interactions with customers and peers.
    • Remain approachable and composed in stressful situations, accepting constructive criticism gracefully.
    • Uphold confidentiality standards.
    • Take ownership of customer cases, managing them effectively and professionally through various channels.
    • Communicate clearly with customers to understand expectations and offer solutions or workarounds for product issues.
    • Troubleshoot and diagnose customer problems involving third-party products using available resources.
    • Keep detailed logs of customer interactions and technical details.
    • Generate reproductions and examples necessary for problem resolution.
    • Facilitate clear communication with customers regarding callbacks, follow-ups, and issue resolution progress.
    • Manage difficult customer communications independently and professionally.
    • Escalate product issues as needed and log defects and feature requests accurately.
    • Provide engineering teams with comprehensive information and assistance when necessary.
    • Contribute to knowledge resources through the creation and updating of technical documentation, demos, and code libraries.
    • Review and improve product documentation where necessary.
    Requirements: 
    • 3-4 years of experience in a Technical Support Role with relevant technologies.
    • Proficiency in TCP/IP networking concepts, including HTTP headers, OSI layers, and TCP flags/parameters.
    • Fluent in English and German, including technical terminology for supporting DACH region customers.
    • Strong troubleshooting, analysis, and problem-solving skills.
    • Familiarity with Windows and Linux operating systems.
    • Ability to effectively communicate technical information to customers of varying skill levels.
    • Expertise in network devices such as routers and switches.
    • Willingness to participate in on-call rotations as needed.
    Preferred Knowledge: 
    • Bachelor's degree or equivalent qualification preferred.
    • Knowledge of application protocols like HTTP/HTTPS, SMTP, DNS, FTP, and SNMP.
    • Technical certifications such as CCNA, CCNP, MCSE, or VCP are advantageous.
    • Experience with virtualization environments like VMware, Xen, or Hyper-V.
    • Familiarity with Microsoft Exchange, SharePoint, Skype for Business, and MS Teams.
    • Knowledge of web and application servers like Apache, Tomcat, WebLogic, and IIS.
    • Desirable experience with AWS and Azure cloud solutions.
    If this sounds like you and fits your experience and career goals, we'd be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and to also enjoy: 
    Compensation: 
    • Generous remuneration package
    • Employee Stock Purchase Plan Enrollment
    Vacation, Family, and Health: 
    • 30 days paid annual vacation
    • An extra day off for your birthday
    • 2 additional days off for volunteering
    • Premium healthcare and dental care coverage
    • Additional pension insurance
    • Well-equipped gym on-site
    • Co-funded Multisport card
    • Daycare Center for your little ones
    • Flexible working hours and generous work-from-home allowance
    • Free underground parking with a designated space for bikes and electric scooters

     

    #LI-Hybrid 
    #LI-DG1 

    Together, We Make Progress

    Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!

    See more jobs at Progress

    Apply for this job

    +30d

    Technical Support Engineer I

    ClassyRemote, US
    salesforcec++

    Classy is hiring a Remote Technical Support Engineer I

    Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

    About the Department:

    The Technical Support Engineering team is part of the Care Team (Customer Support Team). The Care Team solves customer problems and answers technical questions via phone, email, and chat. Care is the voice of the customer, and we go above and beyond to advocate on behalf of our nonprofit clients to make this product and support experience world class.

    About the Product You'll be Supporting:

    Classy for Salesforce is the leading Salesforce integration within the nonprofit fundraising space. Classy has partnered with Salesforce in providing a world class Salesforce integration that allows the sync of data from Classy to Salesforce in near real time. This is a position where you will learn the inner workings of the Classy for Salesforce Integration architecture, and gain a deeper understanding of Classy and the Salesforce ecosystem.

    Classy is looking for an integral addition to our tight-knit but growing Care team! The Technical Support Engineer I (Salesforce) will become a resident product expert, specializing in the Classy for Salesforce integration. Must be able to communicate successfully with our customers on their support cases and thrive in a customer facing role. The 3 core components of this position are:

    • Client Email Queue Management (80%) – Help maintain SLA’s on client submitted technical support cases.
    • Client Phone Calls (10%) – When requested, provide support via client calls
    • Internal Team Support (10%)– Help answer questions from cross functional teams in regards to the integration

    Daily responsibilities include:

    • Become a product expert on the core features and functionality of the Classy for Salesforce Integration
    • Respond to customer support emails and phone calls to answer product questions
    • Provide general troubleshooting for client reported product issues
    • Help identify whether a client reported issue is an issue with the product, or is specific to the client’s Salesforce instance/configuration
    • Escalate product bugs to Support Level 2
    • In collaboration with Support Level 2, identify the most impactful bugs for fix prioritization
    • Work with manager on identifying queue trends for case deflection opportunities
    • Answer internal team questions regarding the integration
    • Collaborate with cross functional partners on case statuses and next steps

    Qualifications:

    • 2+ years experience in a client-facing technical role.
    • Bachelor’s degree or have equivalent work experience.
    • Desire to deliver positive customer experiences
    • Ability to professionally and respectfully address customer concerns and provide concise feedback.
    • Excellent communication and troubleshooting skills
    • Must be a self-starter that is willing to self learn at times

    Why you’ll love it here...

    • Market competitive pay
    • Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions. 
    • 401(k) retirement plan with company matching
    • Hybrid workplace with fully remote flexibility for many roles
    • Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
    • A variety of  mental and wellness programs to support employees  
    • Generous paid parental leave and family planning stipend
    • Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday
    • Learning & development and recognition programs
    • Gives Back Program where employees can nominate a fundraiser every week for a donation from the company
    • Inclusion, diversity, equity, and belonging are vital to our priorities and we continue to evolve our strategy to ensure DEI is embedded in all processes and programs at GoFundMe. Our Diversity, Equity, and Inclusion team is always finding new ways for our company to uphold and represent the experiences of all of the people in our organization.
    • Employee resource groups
    • Your work has a real purpose and will help change lives on a global scale.
    • You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together. 
    • We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose
    • We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!

    GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and we do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

    The total annual salary for this full-time position is $56,700 - $76,500 + equity + benefits.  As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training.Your recruiter can share more about the specific salary range based on your location during the hiring process.

    If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at accommodationrequests@gofundme.com.

    Learn more about GoFundMe:

    We’re proud to partner withGoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘23 annual report.

    Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

    For recent company news and announcements, visit our Newsroom

     

     

     

    See more jobs at Classy

    Apply for this job

    +30d

    Technical Support Engineer

    BEUMER GroupSomerset, New Jersey, Remote
    linux

    BEUMER Group is hiring a Remote Technical Support Engineer

    Job Description

    General Responsibility

    The Technical Support Engineer is a hands-on position requiring excellent technical, organizational, and communication skills. The Technical Support Engineer applies sound electrical and controls experience and builds upon your capacity to support our hotline team based upon the needs of our clients within North America, Mexico, and Central America regions.  

    Additionally, the Technical Support Engineer is responsible for the coordination and execution of hotline services to support our expanding and legacy customer base. The focus of this position will be on the development of this group in terms of process, organization, training, reporting and coordination with our European hotline groups.  

    The Technical Support Engineer will assist in BEUMER's growth by satisfying the needs of our clients within North America, Mexico, and Central America regions in an effort to localize the resources in our region. 

    This position offers the opportunity for substantial career development and will work with the full range of technical resources including Mechanical Engineering, Software Developers, Electrical Engineering, Project Management as well as Customer Support personnel.

    Aspects of this responsibility will involve additional training and or site visits that will require extensive travel. The majority of this training will be within North America, but will also require extensive international travel.

    Responsibilities

    • Ability to learn and understand electrical and control aspects of installed systems
    • Access and troubleshooting of electro-mechanical components and systems, including PLC and PC communications
    • Understanding system applications and how they translate into operational and functional requirements
    • Effective, courteous communication with customers and provide technical expertise to guide and aid in issue resolution
    • Investigate a root cause analysis or develop another corrective action in resolving issues
    • Communicate and coordinate problem resolution actions with engineering, customer support, and other personnel to resolve issues
    • Interpret maintenance manuals, schematics, wiring diagrams and other documentation
    • Instructs and directs workers in servicing and repairing equipment
    • Consults with Engineering personnel to resolve unusual problems in system operation and maintenance
    • May supervise workers in testing, tuning, and adjusting equipment to obtain optimum operating performance
    • Understand electrical drawings and specifications as they relate to machine control programming
    • Develop and implement strategies and standards for training, skills matrix, response and reporting
    • Utilize best practices with our European hotline and technical groups
    • Utilize stage gate process in regard to hotline and new systems
    • Utilize best practices of Service Now, as defined by Technical Team Leader
    • May be assigned to special projects or required to perform other duties not listed above, which may vary from time to time as determined by management, to meet company needs

    Qualifications

    Required Skills and Abilities

    • Associates or Bachelor’s Degree in Electrical Engineering, Engineering Technology, technical courses of study or other combinations of experience and training that meet the minimum requirements
    • Strong time management and customer service skills
    • Attention to detail
    • Strong communication skills: verbal, written and interpersonal
    • Ability to handle multiple tasks and work under pressure; sense of both urgency and thoroughness
    • Professional, positive, and energetic attitude
    • Self-motivated, trustworthy, respectful of others

    Knowledge of:

    • Strong PC skills (Windows, Word, Excel, remote capabilities)
    • Strong understanding of industrial power, electrical and control circuits and devices
    • Good understanding of networks and networking
    • Demonstrated capability in PLC programming, with specific focus on SCO Unix, Linux, Siemens, and Allen Bradley based systems
    • Ability to interpret schematics, diagrams and other documentation

    Ability to:

    • Attention to detail and the ability to learn quickly
    • Works as part of the team
    • Use computer-based tools for communication, trouble shooting, and programming
    • To quickly acquire programming skills for machine control platforms
    • Works remotely, while working independently
    • Travel Required: 80% travel in the first year. Estimated 50% travel in the following years

    DesiredExperience

    Demonstrated expertise of:

    • Sortation systems; i.e. Crisplant Legacy systems, etc.
    • Electrical and control troubleshooting
    • PLC and PC based Programming

    Commitment Required. We are looking for a long-term commitment, the ability to set and meet goals, and the willingness and ability to travel.

    See more jobs at BEUMER Group

    Apply for this job

    +30d

    Technical Support Engineer, Healthcare

    FlywireUSA Remote, US, Remote
    tableaurubylinux

    Flywire is hiring a Remote Technical Support Engineer, Healthcare

    Job Description

    The Opportunity:
    Flywire is looking for a highly motivated, passionate and talented individual to take on the challenge of filling the role of technical support engineer for the Flywire Health Support and Operations team. This individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting two different portal products and a newly designed combined platform which is currently being developed.

    • Managing, working and completing tickets received from customers and other departments involving the various platforms
    • Working closely with customers on support tasks and providing accurate answers and expectations for various deliverables
    • Hands on work with various web-based products and command-line tools in order to research and provide answers for various research and support issues 
    • Utilizing knowledge of the healthcare billing process in order to not only provide accurate answers but also understand the exact needs of customers. Use the ability to logically think through the issue, propose solutions to customers and work with development on enhancements for the product.
    • Serve as a highly effective mediator between customers and development when the situation arises.
    • Research requests/issues thoroughly and understand how to most effectively work with development on questions that require escalation. Understand both the requests from customers and responses from development to successfully provide solutions and communicate them clearly to customers.

    Qualifications

    Here’s What We’re Looking For:

    • Experience in healthcare billing is a major plus - someone who can understand the billing process for the overall patient experience with their healthcare billing journey.
    • A person with technical expertise and the ability to translate highly complex issues to various levels of understanding based on the customer’s technical level. 
    • Highly motivated and talented troubleshooter. Someone that goes above and beyond utilizing all resources available to identify the problem and provide accurate explanations and proposed solutions 
    • An individual who understands the problem AND can identify the severity to help properly prioritize and manage their own tasks amongst a large list of tasks
    • Someone with a solid understanding of the overall architecture of a web application. 
    • 3+ years of linux and bash command line experience
    • Rails console experience is a major plus

    Technologies We Use:

    • Ruby (light usage)
    • Rails Console
    • Bash shell and standard linux command line
    • Looker
    • Tableau
    • Zendesk

    See more jobs at Flywire

    Apply for this job

    +30d

    Senior Technical Support Engineer (L3)

    MirantisRaleigh, NC, Remote
    azuremetalapic++kubernetesubuntulinuxjenkinspythonAWS

    Mirantis is hiring a Remote Senior Technical Support Engineer (L3)

    Job Description

    • Work with customers and the Support Team to assist in resolution of complex customer issues.
    • Work ticket queue (SFDC) to help maintain contracted SLA’s and delight customers 
    • Troubleshooting MKE and MSR components
    • Troubleshooting Container Cloud components
    • Bug reporting and project follow up 
    • Learn the  Mirantis Container Cloud technologies and customer deployment environments
    • Create best-in-class help content and proactively review and update our knowledge management system
    • Work with your team to identify and utilize troubleshooting techniques to resolve advanced issues spanning all layers of the technology stack
    • Engage with the engineering team to resolve technical issues
    • Identify and recommend process improvements to deliver the highest level of customer satisfaction
    • Maintain and track detailed records for all customer interactions in our internal ticketing system
    • Have fun!
       

    Qualifications

    • Four year college degree or equivalent required, masters degree preferred
    • 4+ years experience in technical support 
    • System Admin knowledge - Linux, Ubuntu, Kubernetes, VMWare
    • General understanding of programming language - Python, C++
    • Experience troubleshooting complex networking issues (bare metal, virtual, cloud)
    • Experience troubleshooting remote Linux system issues
    • Experience with Linux distributions (RHEL, CentOS, Ubuntu, and SLES)
    • Knowledge of REST API and web applications
    • Familiarity with cloud services (Azure, AWS, GCP)
    • Experience and dedication to creating Knowledge articles
    • Customer Service focused engineer
      Preferred Qualifications
    • Familiarity with DevOps software such as Puppet, Chef, and Jenkins
    • Experience writing small programs/scripts
       

    See more jobs at Mirantis

    Apply for this job

    +30d

    Senior Technical Support Engineer - L3

    Live PersonBangalore, Karnataka, India (Remote)
    3 years of experiencekotlinjqueryswiftmobilejavaangularjavascript

    Live Person is hiring a Remote Senior Technical Support Engineer - L3

    LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

    At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

    Overview:

    We are looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team in India. As a Senior Technical Support Engineer, you will help provide excellent support to our enterprise-level customers, using your expertise in cloud technologies and troubleshooting skills

    You will report to the Regional Support Manager

    You will:

    • Be a Subject Matter Expert (SME) in Open Platform, specialising in Java, JavaScript, iOS/Android dev languages (Kotlin, Swift), SDK and APIs.
    • Troubleshoot and resolve complex technical issues raised by customers, ensuring resolution within Service level agreements.
    • Be the contact for customer issues, liaising between customers, Product Management, Engineering, and other teams.
    • Be the "voice of the customer" and provide valuable insights and feedback to the development and service teams for recurring issues.
    • Collaborate with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
    • Analyse recurring issues and contribute to the development of processes and requirements for better customer support solutions.
    • Mentor and educate team members, empowering them to handle technical escalations.
    • Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.
    • Be comfortable with 24/7 shift work and on-call duties to address important customer issues.
    • Work within the normal US business hours

    You have:

    • Minimum of 3 years of experience working as a Tier 3/4 Support Engineer, Developer Support, or equivalent customer-facing position.
    • Experience supporting enterprise-level customers with Fortune 500 organizations.
    • Expertise in analysing, troubleshooting, and providing solutions for deep and complex technical issues.
    • Knowledge of web technologies and protocols.
    • Proficiency in troubleshooting different APIs, SDK, Mobile environments and services that support our platform end-to-end.
    • Communicate with enterprise customers through chat, email, and phone, including managing technical bridges during important situations.
    • Service orientation and collaborate across teams.
    • Willingness to be on-call for high-severity issues.
    • Strong ability to initiate new projects to improve processes and customer support.
    • Experience with modern programming languages and supportive frameworks.
    • Experience with relevant technologies, such as JS Frameworks (React, jQuery, Angular, Polymer), Mobile development languages (Kotlin, Swift, Dart), daily usage of Postman or equivalent REST clients.
    • Proficiency in scoping and trends analysis using databases, monitoring tools (Grafana, Graphite, etc.), and logging systems (Kibana, Splunk, logstash, etc.).

    Benefits:

    • Health: medical, dental, and vision
    • Time away: vacation and holidays
    • Development: Generous tuition reimbursement and access to internal professional development resources.
    • Equal opportunity employer
    • #LI-Remote

    Why you’ll love working here:

    As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

    Belonging at LivePerson: 

    We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

    We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

     

    Apply for this job

    +30d

    Technical Support Engineer

    Hextom Inc.Toronto, Canada, Remote
    css

    Hextom Inc. is hiring a Remote Technical Support Engineer

    Job Description

    In this role, you will …

    • Deliver thorough answers to questions raised by App users. Communicate with them to understand the issues they are experiencing, and provide updates in a friendly & timely manner.
    • Troubleshoot issues reported by users from both user behavioural and technical perspectives. Identify potential conflicts from themes or other apps, provide fixes to resolve them when possible. Escalate potential bugs and feature requests to the development team.
    • Consolidate questions and feedback, convert them into improvement suggestions and enhance the user experience of the Apps.
    • Work with the development team on issues, and brainstorm solutions.

    Qualifications

    You have …

    • Working experience of technical support for tech company, ideally a software company
    • Fluency in the English, strong written and verbal communication skills
    • Proactive and own issues from beginning to end, detail oriented
    • Experience on HTML, CSS, JavaScript/jQuery, and Liquid
    • Adaptability and flexibility, working in past-pace environment

    Nice to have …

    • Working knowledge of Shopify, especially theme modifications
    • A great attitude and desire to help people & solve problems
    • Passion for discovering how and why products succeed

    See more jobs at Hextom Inc.

    Apply for this job

    +30d

    Technical Support Engineer

    InfluxDataremote US/CAN
    remote-firstsqlazuregitc++kuberneteslinuxpythonAWS

    InfluxData is hiring a Remote Technical Support Engineer

    Beware of job scams and fraudulent offers! Our recruiters use @influxdata.com email addresses exclusively. We do not conduct interviews via text or instant message and we do not ask candidates to download software other than Zoom, to purchase equipment through us, or to provide sensitive personally identifiable information such as bank accounts or social security numbers. If you have been contacted by someone claiming to be from InfluxData from a different domain about a job offer, please report it as potential job fraud to law enforcement and to jobs@influxdata.com.

    InfluxData is the creator of InfluxDB, the leading time series platform used to collect, store, and analyze all time series data at any scale. Developers can query and analyze their time-stamped data in real-time to discover, interpret, and share new insights to gain a competitive edge. InfluxData is a remote-first company with a globally distributed workforce. For more information, visit www.influxdata.com.

    When something is broken, do you want to figure out why? When you figure out why, do you explain the process to your friends? Join our growing support team to level up on cutting-edge technology, Golang, SaaS operations, and to collaborate with our wide range of customers and partners.

    As a Support Engineer, you'll respond to support questions from our range of customers, collaborate with the developers and product teams on characterizing, reproducing, and fixing issues, host webinars, and work with our open-source community on GitHub and elsewhere. You will be a key part of our 24/7 support presence by partnering with our on-prem customers and SaaS users. You'll be supporting users at Fortune 50 enterprises, fledgling startups, established startups, academic researchers, and government projects. Our customers come from many fields, including industrial automation, high frequency trading, consumer retail, online gaming, and energy management. We're looking for candidates who value continual improvement, building tools, and venturing into the unknown. The Support team is a good home for people who leave things better than they found them. We are people who say "I'll learn!" rather than "I don't know." You'll need to be open to experimenting, which means that sometimes you will fail. (That's okay -- every mistake is also a lesson.) You'll need the persistence to find a solution without a flowchart laying out the entire process. You'll need the maturity and experience to work without direct oversight much of the day and with colleagues distributed around the globe. Being empathic, supportive, and self-aware are key to your success.

    We are currently seeking individuals located in the EST time zone in the US or Canada.

    What you'll be doing

    • Demonstrate ownership, follow-through with customers and drive issues to resolution
    • Reproduce customer issues and test new product functionality
    • Partner with customers to achieve their desired goals by illustrating best practices
    • Adhere to contractual SLAs for responsiveness
    • Update and extend documentation
    • Participate in on-call rotation for the SaaS product with rest of the team
    • Enhance our InfluxDB Cloud offering using automation and monitoring tools
    • Develop solutions using SQL, Python, and Golang
    • Communicate recurring issues, challenges, and roadblocks with fellow team members
      and products

    What you bring to the table

    • 5+ years of technical work experience: support, development, engineering, etc.
    • Profound knowledge in database concepts, automation, monitoring, templating, APIs,
      and Linux based CLIs
    • Experience in a customer-facing position
    • Excellent written and verbal English communication skills 
    • Empathy for people facing technical challenges
    • Knowledge of Networking and HTTP(S)d
    • Expertise in at least in one of the following: SQL, Python+NumPy/SciPy, R, Matlab,
      Haskell
    • Proficiency integrating with AWS, Azure, GCP, and their associated Kubernetes
      environments.
    • Exposure to AWS Lambda (or equivalent), RDS, S3 (or equivalent)
    • Advanced data manipulation skillset in Parquet, JSON, and CSV formats
    • Familiarity with system monitoring tools and practices (Nagios, Zabbix, Zenoss,
      Sensu, etc.)
    • Git or other version control systems experience

    Bonus Points

    • Software development experience, particularly Golang, Rust or Apache Arrow
    • Fluency with queuing (Kafka, Rabbit MQ, MQ Series, etc.)
    • Competence in working with time-series data tools
    • Professional Services or Training experience
    • Multi-lingual

    Pay Transparency at InfluxData

    InfluxData takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into two zones based on a cost of labor index for that geographic area. The offered starting salary will be determined based on the candidate’s job-related skills, experience, qualifications, work location, and market conditions. Ranges are evaluated on a periodic basis and are subject to change at the Company’s discretion.

    Salary Range- $90k-$120k

    To find a location’s zone designation or for additional information, please speak to your recruiter.

    In addition to a competitive base salary, InfluxData offers comprehensive and inclusive employee benefits including medical, dental, vision, and mental health benefits, a 401(k) plan, flexible paid time off, home office or co-working reimbursements, and participation in InfluxData’s equity program (where applicable).


    We offer fantastic benefits for full time employees; in the US these include:

    • Medical/dental/vision insurance with 100% coverage for employees and dependents
    • Company contribution to your FSA
    • Flexible Time Off - take the time you need
    • Life Insurance, short and long term disability insurance
    • 401k
    • Wellness programs
    • Annual professional development budget
    • Financial planning and legal advice

    Our Core Values

    Our employees are the heart of the company and only by having a core set of beliefs and values will we be successful. We hire and live by these core values:

    • We value each other
    • We get stuff done
    • We believe humility drives learning
    • We embrace failure
    • We are committed to open source

    Visit ourcareers pageto learn more about working at InfluxData.

    InfluxData is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other categories protected by applicable law. 

    To view our Know Your Rights Poster click HERE

    To view our CCPA policies click HERE

    If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access this website to apply for a vacancy as a result of your disability. You can request reasonable accommodations by reach out to the recruiting team by emailing apply@influxdata.com

    InfluxData does not accept unsolicited resumes from headhunters and recruitment agencies through our website, job board or directly to employees. InfluxData will not pay fees to any third-party agency, headhunter or company that does not have a signed agreement for this position in place.

    See more jobs at InfluxData

    Apply for this job