Self-Service Support Engineer
Apply NowCompany: Mux
Location: San Francisco, CA 94112
Description:
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 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, the premiere 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 Self-Service team at Mux. The Self-Service 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
Who You Are
In our commitment to provide transparency with candidates, we openly share base pay ranges for all job postings within the United States, regardless of the state. These pay ranges are established using standardized criteria, including job function, level, and location. They're also benchmarked against similar companies in a similar stage of growth. The starting base pay for this position is between $115K-$150K. Actual pay is influenced by various factors such as level, skills, depth of experience, location and internal equity.
If you don't have all of these requirements but think your experience could be a great fit, that's okay! Please apply and we can talk about what's most needed in the role.
U.S. Benefits
You'd join an amazing team from places like Google/YouTube, Amazon/Twitch, Facebook/Oculus, Reddit, Brightcove, Bain, and the BBC. We have a supportive culture that cares about both excellent work and work-life balance. We are remote-equal, with an office space in Downtown San Francisco and London.
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.
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 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, the premiere 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 Self-Service team at Mux. The Self-Service 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
- Resolve 50-80 support tickets per week, working across a range of technical and product-related issues to help customers succeed with Mux.
- Collaborate closely with the self-service team to improve Mux's AI-support workflows.
- Join customer calls to see first hand what our customers are building and how they are using Mux.
- Build a feedback loop between Support, Engineering and Product to ensure that the customer voice is being amplified to other teams at Mux.
Who You Are
- 3+ years experience in an engineering or technical support role.
- 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, Ruby 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.
In our commitment to provide transparency with candidates, we openly share base pay ranges for all job postings within the United States, regardless of the state. These pay ranges are established using standardized criteria, including job function, level, and location. They're also benchmarked against similar companies in a similar stage of growth. The starting base pay for this position is between $115K-$150K. Actual pay is influenced by various factors such as level, skills, depth of experience, location and internal equity.
If you don't have all of these requirements but think your experience could be a great fit, that's okay! Please apply and we can talk about what's most needed in the role.
U.S. Benefits
You'd join an amazing team from places like Google/YouTube, Amazon/Twitch, Facebook/Oculus, Reddit, Brightcove, Bain, and the BBC. We have a supportive culture that cares about both excellent work and work-life balance. We are remote-equal, with an office space in Downtown San Francisco 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 (100% employee and 65% dependent premium coverage)
- 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.