Conviva

Product Support Engineer

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What Conviva is looking for in applicants

Have you streamed a program on Disney+, caught the latest binge-worthy series on Hulu, or tuned in for NFL highlights on social media? If the answer is yes, you have already benefitted from Conviva’s technology.

At Conviva, we create the technologies and standards driving industry transformation and streaming media growth worldwide. It’s not about the data, it’s about what you do with it. As the leader in global streaming media intelligence, Conviva measures in excess of 500 million unique viewers watching 150 billion streams per year with 1.5 trillion real-time transactions per day across more than 180 countries. Our platform and products are designed to deliver the real-time, cross-screen, integrated insights our customers need to understand their business and focus on what matters. Join us as we make streaming better.

As a Product Support Engineer with Conviva, you will interface between Conviva's media clients and its engineering department and be primarily responsible for delivering effective technical product support to Conviva's growing client base.

What you get to do:

  • Manage and respond to client inquiries and escalations and provide solutions using tools such as JIRA, Salesforce.
  • Oversee technical issues and engage other teams as necessary to resolve advanced issues using tools such as Looker, Postman, SQL Developer to resolve problems throughout the engineering chain of software development.
  • Use JIRA to analyze and monitor bug requests and prioritize the issue with other departments within the company.
  • Collaborate with engineering and sales to recommend best procedures for resolution using available proprietary technology to resolve technical issues.
  • Create KB articles for internal teams and provide training to support and field team.

What you bring to the role:

  • Strong Data Mining and Data Analysis Skills.
  • Excellent Debugging and Troubleshooting skills.
  • Used JIRA to manage customer escalations, defect/bug tracking.
  • Expertise with Postman, MySQL, Looker, AWS Athena.
  • Experience with Programming languages like Javascript or Python
  • Experience with AWS API Gateway, IDE and debugging a plus.
  • Become subject matter expert by asking smart questions to understand intended use-case and make recommendations on how to use our products to meet those requirements.
  • Work closely with Product Management, Engineering to maintain technical & functional knowledge of existing and new products.
  • Work on rotation for on-call duties for critical customer escalations.
  • BS in CS/Engineering or related field.
  • 5+ years of work experience, with 3+ years min exp desirable in MySQL, Looker or AWS services and languages like Javascript or Python.

Conviva is the leader in streaming media intelligence, powered by its real-time platform. More than 250 industry leaders and brands – including CBS, CCTV, Cirque Du Soleil, DAZN, Disney+, HBO, Hulu, Sky, Sling TV, TED, Univision, and WarnerMedia – rely on Conviva to maximize their consumer engagement, deliver the quality experiences viewers expect and drive revenue growth. With a global footprint of more than 500 million unique viewers watching 150 billion streams per year across 3 billion applications streaming on devices, Conviva offers streaming providers unmatched scale for continuous video measurement, intelligence and benchmarking across every stream, every screen, every second. Conviva is privately held and headquartered in Silicon Valley, California, with offices around the world. For more information, please visit us at www.conviva.com.

Want some tips on how to get an interview at Conviva?

What is Conviva looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Product Support Engineer like?
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How to land an interview at Product Support Engineer?
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