This is a Support Engineering role as part of the Support Strategy and Operations team at Mux. The team is responsible for the entire self-service customer lifecycle. From top of funnel attraction, to new customer conversions, to growth and retention. Mux offers email support to keep self-service customers happy and satisfied with Mux.
Responsibilities
Tackle 40-60 support tickets per week, working across a wide range of technical and product-related issues to help customers succeed with Mux.
Contribute to and improve upon Mux's collection of documentation pages and guides, to help to improve customer experiences.
Collaborate closely with the rest of the self-service team to improve Mux's AI-support workflows.
Build out enhanced tooling, macros, and run books for customer support pipelines.
Drive long-term success for self-service customers via hands on interaction through tickets and occasional video calls.
Build a feedback loop between Support, Engineering, Sales, and Product to ensure that customers' voices are being properly amplified to other teams at Mux.
Requirements
You have 3+ years experience in an engineering or technical support role.
You're willing to tackle any and all challenges to ensure customer satisfaction, be it digging deep into a customer's code-base, or helping to reconcile a tricky bill.
You're proficient in communicating in a concise and technical manner, but also understand how and when to add verbosity when the situation calls for it.
You love problem solving, and take pride in helping customers and debugging issues even when it's tricky or ambiguous.
You are comfortable writing code in at least one programming language (e.g., JavaScript, Go, Python, etc.), and you're eager to deepen your technical skills over time.
You have experience with AI tools, but you do not blindly trust their output and know how to validate their output before relying on it.
U.S. Benefits
We have a supportive culture that cares about both excellent work and work-life balance. We have office spaces in Downtown San Francisco, New York City, and London.
Flexible PTO + 11 company holidays
Weekly no-meeting days + quarterly focus weeks
Healthy work-life balance encouraged
Competitive health, dental, and vision insurance
Fully funded fertility benefits
HSA available, compatible with high deductible plan only ($100 per single employee/month & $200 per family/month employer contribution)
FSA available
Short-term and long-term disability insurance
Group life insurance
Travel accident insurance
Employee Assistance Program (EAP)
Medical support concierge service
401(k)
Paid parental leave
Investment in career growth through professional development stipend
Reimbursements for headphones, cell phones, device upgrades, and SVoD services of Mux customers
Lunch reimbursement program
Benefits
Health insuranceDental insuranceVision insurance401(k)Paid time offFlexible scheduleParental leave
Additional Information
About Mux
Mux is video for developers. Our mission is to democratize video by solving the hard problems developers face when building video: video encoding and streaming (Mux Video), video monitoring (Mux Data), and more. Video is a huge part of people's lives, and we want to help make it better.
We're committed to building a healthy team that welcomes diverse backgrounds and experiences. We want people who care about our mission, are ready to grow, believe in our values (from Be Human to Turn Customers Into Fans), and want to improve the people around them.
You'll join a tight-knit team with experience at places like Google, YouTube, Twitch, Reddit, Zencoder, Fastly, and more. Our founders previously started (and sold) Zencoder, an early leader in cloud video technology, and authored Video.js, the biggest HTML5 video player on the web. We organize Demuxed , the premier conference for video engineers in the world.
We're backed by top investors like Coatue, Accel, Andreessen Horowitz, and Y Combinator. You'll get to work with amazing companies: hundreds of startups, plus Strava, Patreon, Vimeo, Robinhood, PBS, and Equinox. Customers, large and small, love working with us and love our team.
We are building something big together. We'd love to hear from you!
Mux · San Francisco, CA