Job description

LOCATION
Anywhere in North America, Remote

As a Sr. Technical Support Manager at STN Video, you will be responsible for providing support and training services to Publishers who are deploying STN’s video platform and related services across their sites. You will be a key partner to the Product, Development, and Customer Success teams; identifying issues that require escalation and collaborating on documentation and product improvement initiatives to continually enhance our ability to serve our customers. You are intensely focused on customer satisfaction and technical excellence - remaining up to date with our technology so you can perform sound troubleshooting and drive the team to timely resolutions. You are comfortable in a customer focused environment, and enjoy the responsibility and challenge of delivering solutions to customers.

WHO WE ARE

STN Video (formerly SendtoNews) is an award-winning (and North America’s largest) online video distribution platform that supplies online publishers with premium content, advanced player technology and unparalleled monetization. Using the STN video platform, publishers can easily deliver a fully-configurable video experience to their readers while maximizing revenue opportunities. In addition to providing a brand-safe environment for advertisers, STN lets content providers connect with new audiences they wouldn’t otherwise be able to readily access.

With up to 5000 new videos every day and a library of over 1 million current videos, STN's video solution is used by over 1,800 publishers and hundreds of premium content providers. Our partners include The New York Post, Tribune Publishing, The Arena Group, MLB, Google, Condé Nast, Dotdash Meredith, Bloomberg, The Associated Press, the NFL, the NBA and many more.

WHO YOU ARE

The successful candidate will possess:

• 3+ years of relevant technical support or sales engineering experience in an enterprise software solutions field or similar.
• The ability to read and understand HTML, CSS and JavaScript to resolve support issues as necessary. Experience developing or supporting web based systems and services is preferred.
• A Bachelor's degree or equivalent in Computer Science or Engineering or a related field.
• A “team-first” mentality, yet comfortable working independently.
• Our core values of curiosity, collaboration, relentlessness, and creativity.
• Strong verbal and written communications skills.
• Client communications experience.
• Knowledge of customer service software, databases and tools such as ZenDesk, and Jira.
• Experience providing analysis and strategic recommendations for driving product improvements.
• Experiencing scaling support through self-serve initiatives (Knowledge Bases, Bot Flows, etc.) is an asset.

WHAT YOU’LL BE DOING

As a Sr. Technical Support Manager, you will:

• Work with our team to ensure that all customer cases are responded to within defined service levels, and in a professional manner
• Act as a subject matter technical expert, and ensure that any required escalations are brought to our product team with the required information.
• Support our onboarding team when technical expertise is required in the sales or onboarding process.
• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our products and services.
• Contribute to continuous improvement of the team's processes and support service delivery.
• Understand the business logic and architecture of STN’s services/systems to regularly resolve trouble tickets.
• Work with Software Development & Quality Assurance Engineers to determine root-causes and fix recurrent issues.
• Contribute to development of the strategy and model for technical support across STN’s offerings. Collaborate with other functional leaders to address the evolving needs of the business as products and customer needs change over time.
• Own bug triage and review with Software Engineers to support both client and internal teams to bring together resources and resolve highly escalated, time-sensitive or complex issues.

WHAT WE’LL ACCOMPLISH TOGETHER

Together as a high-performing, perpetually collaborative team, we will:

• Extend STN’s viewership across our largest and most strategic publisher partnerships by identifying and executing opportunities to further implement the STN platform across our partner digital properties;
• Work strategically to help our partners develop and deliver industry-leading, online video experiences while maximizing revenues for STN and our partners;
• Create a premium advertiser environment through a premier, best-practice video implementation experience; and
• Exceed STN’s growth targets for 2022 and beyond!

WHAT A CAREER AT STN VIDEO CAN OFFER YOU

A career at STN offers you a roadmap for growth and opportunity. You’ll join a collaborative, fun environment where we value curiosity, diligence, humility, and integrity.

STN recognizes that employees are most productive when they feel safe and healthy.

All STN employees have always been empowered to work from home, in the office or a comfortable combination of both at any time. We also get that life happens between the hours of 9-5, so our flexible work environment gives our people the chance to handle issues as they arise.

The Company also offers unlimited vacation time, and an extensive benefits package with 100% of the insurance premiums covered.

Twice a year, we hold company strategic sessions where every employee is brought to beautiful Victoria, British Columbia for a week of team-building and a 100% transparent and collaborative look at our status and direction.

STN Video is a proud supporter of Equal Opportunity Employment. The company provides equal employment opportunities to all employees and applicants, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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