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Support Engineer: Encoding.com Inc. San Francisco, CA
Encoding.com, the world's largest video encoding service and provider of Vid.ly, the universal video platform, powers over 3,000 companies including leading brands across media and entertainment, eLearning, retail, telecommunications, lifestyle and advertising. Simply, we enable video to work across all devices and browsers. As the youngest company to be included in Streaming Media's 100 Companies that Matter in Online Video, we are positioned very well to take advantage of the explosion in online video.
Support Engineer: Encoding.com Inc. San Francisco, CA
Overview:
We are looking for a talented individual with 2-5 years of in depth technology services support experience.
Basic knowledge of web programming (LAMP) and Internet protocols (DNS, FTP, HTTP, Cloud Storage) is required.
The ideal candidate will also have hands on experience with video encoding and will understand at a minimum:
open source and commercial video encoding software solutions, popular web and mobile video and audio codecs,
how to inspect a source video file, and how to adjust encoding parameters to optimize for quality or file size.
Responsibilities:
- Analyze and resolve technical problems and issues reported from customers related to Encoding.com services and integration methods.
- Demonstrate leadership and work independently to resolve complex technical problems, including escalation to our engineering team.
- Demonstrate a positive attitude and strong work ethic to meet and achieve customer expectations of service level at all times.
- Work closely with, and manage issue-specific cross-functional teams composed of Engineering, Sales, Product and Senior Management.
- Develop and implement methods, automation, and best practices for delivering outstanding service.
- Participate in community to share knowledge through creation of knowledge base articles about solved issues.
- Define, coordinate, and prioritize customer feedback and convert ideas into engineering requirements for future enhancements to Encoding.com services.
- Willingness to work flexible hours on occasion (for example, shifted hours or weekends).
Qualifications:
Basic Qualifications
- Education: Master's Degree or BS/University Degree in Computer Science/Engineering
- Overall Experience: 2-5 years of technical support of equivalent experience
- Extremely organized, process and detail oriented
Desired Qualifications
- BS/University Degree in Computer Science/Engineering.
- 2-5 years experience in Tier 2 technical support, systems administration, engineering support or consulting
- Basic to advanced video encoding knowledge, familiar with: open source and commercial video encoding software solutions, popular web and mobile video and audio codecs, how to inspect a source video file, and how to adjust encoding parameters to optimize for quality or file size.
- Basic knowledge of HTTP, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute)
- Familiarity with cloud infrastructure providers and protocols Amazon EC2/S3, Rackspace CloudFiles/CloudServers
- Knowledge of web programming (HTML, APIs, JavaScript, PHP, MySQL)
- Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences
- Must be able to resolve complex, highly technical issues; creative and able to "think-out-of-the-box", propose and
implement new solutions for customers
- Self-motivated and capable of managing multiple priorities and commitments
- Strong team players who enjoy working in a small nimble startup atmosphere
If interested in this position,
apply here
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