Sr. Technical Specialist, AWS Elemental Customer Success
Job summaryAWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery.
We are looking for a Technical Specialist to join our Global Support team ensuring customer success in workflows utilizing our Video Origination, Video Just-in-time Packaging, and Server-side Ad Insertion products (MediaPackage and MediaTailor).
In this role you will partner with and work alongside multiple internal teams to provide the support, knowledge, training, and tools required to support our customers, while quickly becoming a subject-matter expert on our products and services.
You will own customer escalations, product serviceability and support lifecycle planning, and develop and deploy tools, training, documentation, and processes required for our internal teams to support both our on-premises and cloud based video origination and server-side ad insertion products and services.
We are seeking an experienced, self-motivated problem solver with exceptional technical and communication skills.
This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required.
What you'll do:
Communicate directly and effectively with internal and external organizations to conduct customer issue investigations and deliver root cause analyses, workarounds, and permanent fixes Proactively identify opportunities to simplify and streamline (e.
g.
, tools, automation, procedures), and use data to identify commonalities across reported customer incidents driving root cause efforts to understand and resolve problems Develop and document product troubleshooting runbooks, including developing any tools/scripting necessary, to minimize customer impact and reduce support effort related to product issues Act as the voice of the customer to identify common pain points and collaborate with Product Development to drive continuous improvement in our products, workflows, processes, and documentation Iteratively improve the serviceability and self-service functionality of our products and services, minimizing customer escalations and effort Act as an escalation point in your area of expertise for the most ambiguous and complex issues, which potentially span multiple external and internal organizations, working independently and occasionally providing support outside of normal business hours Research, troubleshoot, and assist customers and other support engineers with the resolution of technical problems where pre-defined patterns may not exist (e.
g.
, new feature sets or workflows where documentation hasn't been created or fit into the defined framework, etc.
) Contribute to the professional development of colleagues, broadly sharing your knowledge by presenting to internal or external audiences and publishing high-quality documents.
Estimated Salary: $20 to $28 per hour based on qualifications.
We are looking for a Technical Specialist to join our Global Support team ensuring customer success in workflows utilizing our Video Origination, Video Just-in-time Packaging, and Server-side Ad Insertion products (MediaPackage and MediaTailor).
In this role you will partner with and work alongside multiple internal teams to provide the support, knowledge, training, and tools required to support our customers, while quickly becoming a subject-matter expert on our products and services.
You will own customer escalations, product serviceability and support lifecycle planning, and develop and deploy tools, training, documentation, and processes required for our internal teams to support both our on-premises and cloud based video origination and server-side ad insertion products and services.
We are seeking an experienced, self-motivated problem solver with exceptional technical and communication skills.
This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required.
What you'll do:
Communicate directly and effectively with internal and external organizations to conduct customer issue investigations and deliver root cause analyses, workarounds, and permanent fixes Proactively identify opportunities to simplify and streamline (e.
g.
, tools, automation, procedures), and use data to identify commonalities across reported customer incidents driving root cause efforts to understand and resolve problems Develop and document product troubleshooting runbooks, including developing any tools/scripting necessary, to minimize customer impact and reduce support effort related to product issues Act as the voice of the customer to identify common pain points and collaborate with Product Development to drive continuous improvement in our products, workflows, processes, and documentation Iteratively improve the serviceability and self-service functionality of our products and services, minimizing customer escalations and effort Act as an escalation point in your area of expertise for the most ambiguous and complex issues, which potentially span multiple external and internal organizations, working independently and occasionally providing support outside of normal business hours Research, troubleshoot, and assist customers and other support engineers with the resolution of technical problems where pre-defined patterns may not exist (e.
g.
, new feature sets or workflows where documentation hasn't been created or fit into the defined framework, etc.
) Contribute to the professional development of colleagues, broadly sharing your knowledge by presenting to internal or external audiences and publishing high-quality documents.
Estimated Salary: $20 to $28 per hour based on qualifications.
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