Customer Success Engineer

Istreamplanet New York , NY 10007

Posted 2 weeks ago

While we are Headquartered in Seattle, we are seeking the best talent to join our team & will consider Remote/Telework options for candidates located anywhere in the US.

Who We Are:

iStreamPlanet delivers some of the world's most prestigious and most viewed online experiences, such as the Olympics, Super Bowl, NCAA March Madness and FIFA World Cup. We are also helping traditional and new media brands, including Fox, NBC, Turner, DirecTV, Hulu and fuboTV, among others, reimagine their businesses by delivering their content directly to their consumers at scale via engaging online experiences. We are majority owned by Turner and a subsidiary of WarnerMedia, much like our sister companies HBO and Warner Bros, but we are also uniquely positioned to serve the broader market in the US and globally.

iStreamPlanet's engineers are empowered to do what's right for our customers. We encourage creative solutions, trust and demand data, and generally gravitate toward open source. We have a learning culture and continually seek ways to deliver a better product. We maintain a very high bar for ourselves and depend on one another to meet national broadcast expectations. We are committed to delivering the best experience to the fan whenever and wherever.

For more info, check us out at

The Job

The Customer Success Engineer is responsible for providing issue resolution, assisting in service restoration events, developing software and automation-based solutions, and using continuous improvement methodologies to ensure iStreamPlanet customers' success is paramount. Focus on analyzing complex technical architectures with an emphasis on process and development improvements.

The Day-to-Day

  • Provide complex issue resolutions to customer and internal issues.

  • Provide data-driven feedback to help define software solutions for customer advancement and operation automation.

  • Work in an Agile development cycle with consistent, predictable output.

  • Participate actively in continuous improvement retrospectives.

  • Foster and maintain a culture of peer accountability where the customer, empathy, and team development are the focus.

  • Pursue mentoring and coaching from Senior Customer Success Engineers with success being defined as the promotability to the Senior role.

  • Assist in the gathering, analysis, and presentation of data-driven recommendations for customer and product enhancements.

  • Assist in the selection, evaluation, and integration of Open Source solutions, programming languages, and third party hosted solutions.

  • Analyze the complex technical architecture across iStreamPlanet's platform and infrastructure to understand the underlying driver of high availability and lead the assessment of all failures to determine root causes and drive fixes.

  • Advocate and drive improvement of the team's agile development processes.

  • Unit test, load test, and document all code to ensure that solutions are correct and maintainable.

  • Contribute to developing loosely-coupled., RESTful service-oriented architectures with a bias for simple, elegant solutions.

The Essentials

  • 3-5+ years of relevant experience.

  • Understanding of one or more industry-standard languages (e.g. Go/C/C++/C#/Java/Swift/Python).

  • Experience managing full application stacks from the OS up through custom applications.

  • Experience working with Open Source solutions.

  • Experience working in virtualized, cloud environments.

  • Demonstrated proficiency in systems administration (Linux/Windows).

  • Demonstrated understanding of all networking layers, TCP/IPv4, v6.

  • Abel to demonstrate a solid understanding of routers, switches, and firewalls.

  • Demonstrated experience in enterprise network administration and troubleshooting/analysis (DNS, IPsec VPN, BGP, Load Balancing).

  • Experience working in an Agile-development cycle with consistent, predictable output.

  • Working knowledge of and the ability to assist in providing solutions within popular stacks, frameworks, and tech (i.e. MEAN, ELK, AWS, and IRC-based clients).

  • Experience on an agile team using version control (GitHub, TFS), pair-programming, TDD, and code reviews.

  • Open to working shifts (morning, mid-afternoon, evening): Sunday Thursday or Tuesday Saturday with occasional on-call duties.

  • Strong written and verbal communication skills with the ability to convey complex technical issues to all audiences.

  • Proven ability to work and problem solve independently/collaboratively, to organize workload and priorities, high-quality execution, technical innovations/adaption, and initiative.

Nice to Have:

  • Bachelor's degree in technology or software-related field of study or equivalent experience.

  • Experience in media or streaming industries.

  • Working knowledge of botkit technology.

  • Experience with multiple compilers and operating systems.

  • Basic understanding of developing web-based UI.

  • Basic understanding of industry-standard network principals (e.g. TCP/IP, UDP, Multicast, DNS, Virtual LAN, RTP, SSL/TLS).

  • Experience with Crisis Management.

  • Strong understanding of incident management and continuous improvement.

iStreamPlanet is building connected video services for the Internet age. We're ambitious, agile, dynamic, and 100% customer focused. We're also fun, appreciate good humor, and we want people who are passionate about their work.

iStreamPlanet is an equal opportunity employer.

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