Customer Support Engineer, Mux
$95-140k
Online video infrastructure
Be an early applicant
Online video infrastructure
101-200 employees
Be an early applicant
$95-140k
101-200 employees
Company mission
To democratize video by solving the hard problems developers face when building video.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Mux is a performance analytics service for video developers and media publishers that has a goal to improve the quality of experience for online video viewers.
It provides online video publishers with the data needed for tackling common issues in order to build better video experiences, visualized in a powerful analytics dashboard backed by machine learning.
Companies like The New York Times, IGN and PBS, which collectively publish more than 100 videos a day, use Mux to measure baselines and video player performance in real-time.
With video streaming seeing steady growth in recent times, Mux Video’s revenues have been growing at a pace of 8x, making it one of the fastest-growing enterprise SaaS companies on the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-37% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2021
$105m
SERIES D
Aug 2020
$37m
SERIES C
Total funding: $174m
Company benefits
- Flexible PTO - We encourage a healthy work-life balance
- Healthcare - Comprehensive medical, dental, vision, life, and disability insurance
- Commuter Benefits - We want to help take the stress out of your commute
- Professional Development Stipend - For your continuous learning and growth
- Catered meals - Plus snacks and (good) coffee
Company HQ
Financial District, San Francisco, CA
Leadership
Steve Heffernan
(Co-Founder)A video technology enthusiast with experience in developer product design, creator of other video products including Video.js and Zencoder.
Jon Dahl
(Co-Founder & CEO)Co-founder of Zencoder, acquired by Brightcove, where they served as VP of Technology, with experience in software development.
Adam Brown
(Co-Founder & CTO)Experienced software developer, serving as a senior software engineer at Brightcove before cofounding Mux in 2016.
Matthew McClure
(Co-Founder)The organizer of the Demuxed conference and the SF video technology meetup. Their background lies in software engineering.
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