Manager, Technical Support

This is a Global team, so this role will be interacting closely with Support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with customers around the world.Working for Brightcove will give you a unique opportunity to join a fast growing company and play an integral role building products and online services that promise to transform the media industry and change the way people all over the world watch video.**Responsibilities**- Manage 6 - 8 technical customer service engineers, in a multilingual environment.- Create a team culture and environment that is customer and employee focused.- Understand the team and individual's technical needs by providing regular coaching, mentoring & constructive feedback.- Develop all level of employees within our organization, to ensure successful succession planning by setting and tracking development goals, as well as implementing PIP (Performance Improvement Plans) when performance issues are identified by following a people-first approach.- Establish and assure adherence to budgets, schedules, work plans and performance requirements.- Participates as an evaluator of soft & technical skills, to support the hiring and interviewing processes.- Provide a voice of the customer to internal stakeholders in our Product and Engineering teams and make sure our product and documentation reflects our customer needs.- Interact with senior management and executives, concerning cross-functional areas and responsibilities.- Clearly communicate updates on performance against targets and objectives, to senior management and executives.- Drive continuous process improvements / initiatives, to increase productivity, improve customer satisfaction (C-SAT) and consistently meet business KPIs.- Participate in global reviews of the organizational tools, performance, policies and procedures to ensure continuous improvements and standardization across sites globally.**Qualifications/Experience**- Minimum of 3 years relevant management / team leading experience, in a customer facing environment, with the ability to demonstrate management experience achieving adherence to Service Level Agreements.- Experience delivering on global strategic initiatives to improve customer satisfaction and experience.- Experience managing large enterprise customer partner relationships and advocating for technical issues or needs.- Required to be flexible, detail-oriented and organized with the ability to multi-task.- Excellent English communication skills and strong customer focus.- Proven ability to work with the team to quickly and calmly resolve technical issues.- Exposure to online technical problem solving and troubleshooting.- Understanding of internet technologies including browsers, networking, firewalls & proxy servers.- Working knowledge of web-based technologies, including HTML, CSS, JavaScript.**Nice to have**- Programing experience with at least one server-side programming language (Ruby, PHP, Java, Swift, Python).- Familiarity and working knowledge with online video and rich media.- Strong data entry skills.**About Brightcove**Brightcove is a team of smart, passionate people who are revolutionizing the way organizations deliver video. We're hyped up about storytelling, and about helping people connect, share experiences, and view the world. Bottom line: video is the world's most compelling, exciting medium, and Brightcove exists to demonstrate that video means business.As the industry leader in this space, we empower our customers to deliver top-notch video experiences to audiences on every screen in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. Creativity thrives. Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and passions and we have built a culture that values individual empowerment, excellence and collaboration. This culture enables us to develop technologies once thought impossible, provide customer support without parallel or excuses, and leverage the expertise and resources of a global infrastructure. We take our video seriously, and we take great pride in doing it as one team.**Working at Brightcove**As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company's success. We offer competitive benefits and compensation packages.We offer Remote, Hybrid, and Onsite work arrangements to work in our brand new Guadalajara office located in Puerta de Hierro, part of the metropolitan area of Guadalajara

Creado: Jue, 01 de Ene de 1970