NPAW is the leading video intelligence company helping online streaming services grow. A global pioneer in its space, NPAW has over a decade of experience developing ground-breaking, scalable analytics solutions to optimize performance and user engagement, to build media experiences that maximize revenue.
Its Suite of analytics apps provides advanced visibility of platform performance, audience behavior, advertising and content efficiency, and app navigation in real-time to support data-driven decisions. NPAW serves more than 150 video services and processes, with over 100 billion plays per year worldwide. Established in 2008 by co-founders of the video streaming service Rakuten TV, NPAW has offices in Barcelona, Madrid and Lisbon with teams around the world. For more information, visit https://npaw.com.

DESCRIPTION

We are looking for a motivated, success-driven Customer Engineer to work along with customers and the Sales and Customer Success teams to ensure successful customers’ on-boarding and integrations.
The successful candidate will be responsible for supporting our sales and customer success teams by providing technical expertise and product knowledge to our customers. You will be the key technical advisor and product advocate for our products, serving as the bridge between the technical team and customers.
The candidate understands the fundamentals of programming incredibly well and will eagerly jump into and familiarize themselves with others’ code. You will do a wide variety of things, including explaining technical concepts about NPAW’s services, building and debugging integrations with customers, and producing and improving guides that help customers solve particular problems and be successful with NPAW.

REQUIREMENTS

• Bachelor’s degree in Engineering, Computer Science, or a related field.
• Minimum 3 years of experience in a similar role (Technical Account Manager / Solutions Engineer), preferably in a SaaS or video analytics environment.
• Experience in writing code (Ruby, Python, JavaScript, Java, Go, PHP, Objective-C, C#, Swift, etc) and enjoy learning new languages and technologies. We understand that languages can be learned: we care much more about your general engineering skill than knowledge of a particular language or framework.
• Excellent communication skills. Able to listen, understand and offer a better solution to the non-existing and existing customers, with the ultimate aim of forming and nurturing long-term contractual relationships.
• Tech-savvy person. Ability to understand technical documentation and extract the product value. Understanding video delivery technology formats and codecs, video delivery protocols, player technologies, etc. will be a plus.
• Advanced level of English.
• Empathy and social boldness: ability to manage customers’ expectations and to mediate between parties (work along with QA, Sales, Development).
• Customer-oriented person. You’re our customers’ advocate and everything is possible, it’s just needed to find the way.
• An autonomous, results-oriented person with focus, perseverance, determination, and energy.
• Willingness to travel occasionally for customer visits, trade shows, and other events.

• Technical communications with prospects and customers showcasing the product, providing technical details, resolving service-related issues.
• Understand the company’s internal and public code bases to answer and manage any questions from customer developers using our products and other NPAW engineers.
• Provide technical guidance and support for integrating products into customers’ systems.
• Assist with integration topics, ensuring the seamless connection and performance of solutions within various environments.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Develop and maintain integration-related documentation to facilitate smooth implementation and ongoing support.
• Collaborate with the development team to attend customers’ specific needs.
• Collaborate with product management to bring important insights from the customers’ and prospects’ point of view.
• Coordinates closely with sales and service resources to align solution design with customers’ business requirements. Examples: POC, RFI, RFP’s, etc.Develop tooling, processes and documentation to enable the best possible developer support experience at scale