Technical Support Engineer - Tier 2

Position Overview

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.
Actively contribute to our online community and knowledge database for up-to-date customer information and solutions.
Work closely with our Engineering, Product Management and QA teams to increase customer satisfaction by providing critical feedback and assistance for product enhancements.
As a member of Customer Support, you will be part of a Global team interacting closely with Support offices in the US, Europe, Australia, Korea, and Japan, as well as with customers around the world.

Qualifications/Experience

Fluent in Japanese is a must. English reading, writing, and speaking skills.
College degree (CS degree preferred).
3+ years experience in a customer facing role.
Excellent communication skills and strong customer focus.
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.
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.
On-call availability.
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.