As a Support Engineer you will be responsible for the ongoing support of existing Phenix customers. Key to this role is the ability to interact with customers to understand and help solve their issues and challenges. For those issues that you cannot solve directly, you will work with our Product, Engineering and Sales teams to follow up on requests until the customer is satisfied with the resolution.

We Are Looking For Someone Who:

• Takes full ownership of an issue without supervision, develops and maintains excellent relationships with our customers and partners, and helps improve and maintain the highest level of customer satisfaction.
• Is an effective communicator in both technical and non-technical contexts
• Thrives in a fast-paced startup environment
• Can quickly build expertise across Phenix’s technologies and train customers and partners on how to best use our products and services

Responsibilities:

• Respond to customers in a timely fashion and manage multiple customer cases to completion in parallel
• Identify, replicate, and describe incoming issues providing the details necessary for other team members to quickly start next-level debugging and resolution
• Proactively identify issues, and assist customers to successfully use and operate Phenix products
• Update and maintain internal support documentation and knowledge base, collaborating with Product, Sales and Engineering to incorporate key learnings into new sales, engineering and product developments and process
• Manage and improve tools and processes to continuously improve the way we help ourselves to help our customers

Requirements:

• MS/BS. Computer Science or a related technical degree preferred
• 5+ years experience in field / support engineering roles
• Technology knowledge related to video streaming, cloud computing, and application integration

Bonus Points:

• Knowledge of TCP/IP and networking, Streaming and WebRTC protocols.
• Knowledge of encoding and decoding technologies and management of encoding hardware.

Perks:

• Located in downtown Chicago (Wacker and Randolph)
• Competitive benefits package
• Collaborating with and learning from a world class team of business professionals and technologists
• Working with a global and diverse customer base