Customer Support Engineer

ABOUT MUX Mux is video for developers. Our mission is to democratize video by solving the hard problems developers face when building video: video encoding and streaming (Mux Video), video monitoring (Mux Data), and more. Video is a huge part of people’s lives, and we want to help make it better. We’re committed to building a healthy team that welcomes diverse backgrounds and experiences. We want people who care about our mission, are ready to grow, believe in our values (from Be Human to Turn Customers Into Fans), and want to improve the people around them. You’ll join a tight-knit team https://mux.com/team/ with experience at places like Google, YouTube, Twitch, Reddit, Zencoder, Fastly, and more. Our founders previously started (and sold) Zencoder, an early leader in cloud video technology, and authored Video.js, the biggest HTML5 video player on the web. We organize Demuxed https://demuxed.com/, the premier conference for video engineers in the world.  We’re backed by top investors like Coatue, Accel, Andreessen Horowitz, and Y Combinator. You’ll get to work with amazing companies: hundreds of startups, plus Strava, Patreon, Vimeo, Robinhood, PBS, and Equinox. Customers, large and small, love working with us and love our team. We are building something big together. We’d love to hear from you! About the Role 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. What You'll Do - 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. 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. U.S. BENEFITS We have a supportive culture that cares about both excellent work and work-life balance.  We have office spaces in Downtown San Francisco, New York City, and London.  - Flexible PTO + 11 company holidays - Weekly no-meeting days + quarterly focus weeks - Healthy work-life balance encouraged - Competitive health, dental, and vision insurance - Fully funded fertility benefits - HSA available, compatible with high deductible plan only ($100 per single employee/month & $200 per family/month employer contribution) - FSA available - Short-term and long-term disability insurance - Group life insurance - Travel accident insurance - Employee Assistance Program (EAP) - Medical support concierge service - 401(k) - Paid parental leave - Investment in career growth through professional development stipend - Reimbursements for headphones, cell phones, device upgrades, and SVoD services of Mux customers - Lunch reimbursement program Mux is an Equal Opportunity employer committed to building a diverse company. We believe diversity makes us better, and we strive to be inclusive and equitable. That’s why we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.