SOLUTIONS ENGINEER - CDN AND VIDEO TECHNOLOGY

Solutions Engineer: My client is a strong leader and innovator in disruptive Video Content Delivery Technology Solutions used by many streaming and broadcasting organisations worldwide. They are looking to expand internationally beyond their core team currently located in Spain and keen to hire a Solutions Engineer to work remotely from anywhere within 2/3 hours of CET. My client are well organized to hire extensively on a remote working basis especially during these challenging times. This would be a great opportunity to join a highly innovative group of people that are building the future.Job Description‍Looking to be part of a team that provides leading content delivery solutions with proven innovations currently in production?Be part a company with a portfolio of disruptive products in the content delivery and media streaming industries. We are expanding internationally beyond our core team to ensure we deliver high-quality products and services to both our current and future international customers.Having grown during the past years from a small startup, we are looking for even more growth bringing more exceptional individuals to our team. We have engagements with top players and clients in the media industry with global audiences, with plans on expanding our operations with new and exciting products.‍Although this position is full-time, we are very flexible with work schedules. Be ahead of the competition with us!‍What you will find in this position‍As a Solutions Engineer, you will be the trusted technical contact and advisor throughout a customer's lifecycle. You will be a product expert and leverage your knowledge and expertise to ensure customers understand and utilize a platform and related products to their fullest extent. You will help customers be successful and that they realize the most value possible from their engagement with the company. You strive to understand customer requirements and issues in real detail, actively supporting any request directly from a customer or any of our teams.You are key to closing the gap between customers and the Engineering team when facing new or existing challenges, being able to move forward any issues that might arise at any stage of a customer journey. You will work closely with the Sales team as well as every other team at the company, serving as a trusted technical advisor, helping expand the existing business and drive new business acquisition from a technical perspective.In this context, you will be asked to:‍• Provide feedback to Engineering teams to plan future improvements on features, documentation and use cases, closing the loop with customers to improve the design and product messages.• Collaborate with the Sales team when engaging with customers for PoCs and follow up support of ongoing projects.• Drive discovery calls and technical discussions with potential customers, supporting technical presentations and technology demos.• Deliver a timely and organized onboarding process for customers, ensuring customers see the full value in the company’s products, providing advice on technical best practices.• Provide customers with clear proactive technical guidance and expertise across all our products.• Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics.• Be part of the issue escalation process providing Level 1 customer support for inbound calls, emails, web-cases, and web chats and assess customer’s technical support needs handling/routing them accordingly, providing rapid response, and guaranteeing that estimated response times are communicated upfront.• Perform Customer Support tasks in collaboration with other teams, identifying root causes of problems during a customer’s lifecycle and demonstrating how to solve them.• Proactively identify opportunities for expansion for existing customers.• Promote retention by capturing and communicating gaps in product or features, actively promoting improvements from documentation to marketing and feature requests.• Travel as required, domestic or internationally, for customer meetings, trade shows, etc.‍‍What we expect from you• At least 3 years of prior post and pre-sales work in a Solutions Engineer or Sales Engineer position with a proven track record of helping to drive revenue growth, working with Product teams to help define and improve solutions, communicate customer requirements, and support engagements at any stage.• Hold an Engineering academic degree in any discipline related to Computer Science, software development background is desirable, Master's degree in Computer Science or Software Engineering preferred.• Proven working experience related to any stage of the content and media delivery industry.• Knowledge of media streaming protocols such as HLS, DASH, and the related production/delivery chain.• Fluent in English, another language would be a plus but is not essential.• Excellent written and oral business communication skills, comfortable presenting complex technical subjects to both highly technical and business audiences.• Be sharp, with good interpersonal, communication, and collaboration skills, comfortable working within a team.• Experience in both software engineering and design of software solutions, as well as customer experience and Customer Service platforms.• Advanced understanding of business analysis techniques and processes.• Entrepreneurial and problem-solving mindset, ability to think out of the box, with strong proficiency in engineering fundamentals.• Be comfortable driving the conversation and uniting other members of the organization when facing challenges related to customer engagements.• High technical curiosity and willingness to learn, solve and present improved solutions to technical problems.• Be available for working hours in the EMEA time zones.‍Nice to have, in no particular order‍• Professional proficiency in Spanish or as native/second language.• Prior experience in the CDN market and relevant service providers.• Background and knowledge on network protocols, WebRTC, and general P2P technologies and concepts.• Knowledge of version control tools, microservice architectures, and orchestration of software containers.• Knowledge of Cloud environments, especially AWS and Google Cloud.• Knowledge of observability tools, monitoring/logging stacks such as Prometheus, Grafana, ELK, etc.What we offer‍• Competitive salary.• Promotion of equal opportunities within our organization.• Opportunity to work with and learn from state-of-the-art technologies and solutions as part of our technology stack.• A healthy company culture with communication, openness, and common sense as our daily drivers.• A stimulating work environment with worldwide customers, with priority on work-life balance with flexible working hours. We trust you because you trust the team!• Nice venue in Tenerife, our office is located in the historical center of La Laguna. There is also the possibility to work remotely if you prefer not to relocate. Please note that if you would like to relocate you need to have the ability to work in the EU, as we don’t sponsor work Visas at this point in time.