Support Engineer

Job description

About

Newsbridge is a contribution and AI-Based video indexing platform for publishers and broadcasters.

We leverage Cognitive AI such as speech-to-text, person recognition, to help journalists find the most relevant moments in their rushes.

The company was founded by two brothers, Fred and Phil Petitpont in 2016. The team is made of talents from both the digital and the broadcast industry to provide the best user experience for customers such as TV Channels, Production Houses, Sports Right Holders.

We count amongst our users top media companies such as TF1, M6, AFP, Lagardere Studios, Publicis VivaTech, French Rugby Federation...

Newsbridge is based in Boulogne-Billancourt (Porte de Saint-Cloud) and thanks to a successful fundraising in 2019, the company is now expanding quickly in Europe.

Job Description

The Customer Success team at newsbridge is the central touchpoint for our users, working very close to the sales & product teams.

The team manages the users relationship, coordinates internally within newsbridge, drives product adoption and guides the customer to take full advantage of our ecosystem.

Fundamentally, this job is about defining how customers can use the newest technologies to revolutionize video production, and guiding the media industry to make it real.

Main responsibilities

Become the customer support hero :

·  Research and identify solutions to software issues
·  Work on our customer's issues which involve data/log analysis
·  Work closely with the product team and coordinate any problem resolution
·  Setup and improve performance monitoring and support tooling
·  Create and maintain support documentation for recurrent issues
·  Provide metrics related to support and area of improvement

Bring technical wisdom to the business team :

·  Elaborate technical workflows for tenders proposal
·  Work with the business team on large project deployments
·  Onboard end-users & partners (training & followup)
·  Provide insight to our Sales team on the best possible technical configuration for their clients

The perks

·  🌅 Enjoy our sunny rooftop and friendly working environment in Boulogne-Billancourt
·  We value a good life/work balance as we know it makes everyone more efficient. It’s important for us that you find it and will help you achieve it.
·  Kindness, we work on keeping feedbacks positive and objectives oriented.
·  💻 Laptop and hardware of your choosing.

Preferred Experience

·  You have 2+ years of professional experience in software/system engineering
·  Good communication skills and a sense of Customer Service are in your blood
·  You have gathered experience with Bash, Linux and network administration
·  You think walking in an unknown technological territory is thrilling ! 👨‍🚀
·  Technical curiosity : You always need to understand exactly how it works
·  You already know or are willing to deep dive into core video concepts (demuxing, transcoding...) with the mentorship of the rest of the team
·  🇺🇸 Fluent in English

Recruitment Process

Send a resume and short deck presenting the projects you’ve handled in a functional driven manner.

After a first call with our Customer Success Manager, you will be asked to pass an interview with two members of the team.

Additional Information

·  Contract Type: Full-Time
·  Start Date: 02 September 2019
·  Location: Boulogne-Billancourt, France (92100)
·  Education Level: Master's Degree
·  Experience: < 6 months