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Technical Support Engineer (Tier 1) (Chennai)



IT, Customer Service
Chennai, Tamil Nadu, India
Posted on Saturday, July 1, 2023

Core skills: Tier 1 Support, troubleshooting, video technology, problem solving, technical support, Chennai

Bitmovin is a global Series-C SaaS scale-up that provides award-winning video streaming technology to world-renowned brands including TataPlay, Disney+, Discovery+, BBC and Hulu to name just a few.

Our solution suite consists of a Video Encoder, Player, and Analytics platform, enabling content owners to redefine the viewer experience through API-based workflow optimization, fast turnaround, and scalability. Innovations include the first commercial HTML5 MPEG-DASH.

“We are constantly seeking out forward thinking individuals who want to shape the future of video… come and work with us!”

Stefan Lederer, CEO

At Bitmovin we value cognitive diversity and the huge part this plays in not only creating a global culture second to none, but in how this underpins our ability to create truly representative, Emmy award winning products. Diversity in all its forms is encouraged and celebrated at Bitmovin; everyone has a role to play in helping us shape the future of video.

Why us?

As a Tier 1 Technical Support Engineer at Bitmovin, you will be the first line of support for our clients worldwide. Your role will involve responding to customer inquiries via email, chat, and phone in a timely and professional manner. You will be responsible for troubleshooting and resolving technical issues related to Bitmovin products, including video encoding, player, analytics, and more. Additionally, you must have familiarity with video player technologies, including Bitmovin Player, across platforms such as iOS, Web, and Android. You will collaborate closely with our Tier 2 support engineers, product management, and engineering teams to ensure our customer's success with our products.

Your Impact

“Your role is to solve customer problems; not just tickets”.

  • Assist trial users and non Enterprise customers in product support through direct chat and ticketing service to enable customers to succeed in the use of our products.
  • Collaborate with Tier 2 software engineers, product management, and engineering teams to investigate, mitigate and resolve complex issues.
  • Respond to community technical posts within SLA timeframes
  • Write documentation to mitigate response times for repeat technical questions
  • Provide timely updates to tickets to keep status and correspondence relevant and reflect ticket status.
  • Work with the broader support team to improve support processes and tools to provide the best customer experience.
  • Participate in an on-call rotation for after-hours and weekend support as needed.

What can you bring

  • Experience in a technical support role in the video technology industry.
  • Strong technical skills and experience with video products, including video encoding, player, analytics, and more.
  • Familiarity with video player technologies, including Bitmovin Player, across platforms such as iOS, Web, and Android.
  • Experience in assisting trial customers and paygo users through direct chat tools (bots etc.) to enable them to achieve success.
  • Excellent communication and customer service skills.
  • Strong problem-solving and troubleshooting skills.
  • A naturally curious mind set
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Qualification and passion for Computer Science or a related field is preferred.

You don’t have experience with all the points above? Don’t worry, we will support you with learning, training, and coaching on the job.

Life at Bitmovin

Find out more about us on our Careers Page

See what fellow Bitmovers are saying on LinkedIn

Check the employee reviews on Glassdoor

For all of our roles, we are willing to offer flexible working arrangements to support everyone’s unique circumstances.