Product Support Specialist, Publisher Tools-6 months' contract, APAC

Sydney

The Content Solutions team works with media companies and sports leagues, and other rights holders to bring great content to the Twitter platform. Examples include sports instant replays in Tweets, bonus videos for entertainment programs, behind-the-scenes photos for live televised events, and real-time highlights from events and conferences.  At the center of our video toolkit for publishers are SnappyTV, a server-side / cloud-based video editing tool and Media Studio, our backend that allows partners to manage all of their rich media hosted on Twitter.

In this role you will work as part of the Content Solutions team to support a global roster of top partners like NFL, CNN, FOX Sports, BBC, Sky, and MTV helping them achieve success in publishing video to Twitter.

Responsibilities

  • Be part of a 24x7 on-call support rotation for top publishers during their most important events (will require working some nights and weekends).

  • Onboard new partners on to our publishing tools and consulting with them on video ingest methods, account setup, video monetization campaign management and user setups.

  • Coordinate with our ads operations and team of global partnership managers on identifying and resolving product issues.

  • Present at team meetings to ensure other internal teams are up to date on new publisher-facing features.

  • Occasionally be brought into meetings with top publishers to evangelize and ensure adoption of new features by top partners

  • Author knowledge base articles and how to guides so partners have the tools to self-diagnose common issues.

  • Work closely with product management to ensure issues and bugs are tracked and resolved.

 

Skills and Requirements

  • Minimum 2 years of real-world, hands-on experience in working with cloud-based video technologies.

  • Experience working with streaming video technologies such as RTMP and HLS and live streaming platforms and CDNs such as Akamai, Facebook Live, Livestream, etc.

  • Ability to stay calm under fire and be able to interface with external partners.

  • Strong verbal and written communication skills

  • Experience with 24x7x365 SaaS operations

  • Self-motivated and driven with affinity towards customer service excellence and who is able to organize and execute on tasks without heavy management oversight

  • Ability to operate/adapt to change in a highly variable, multi-tasking work environment

  • Excellent analytical skills with a strong attention to detail

Hiring Process

Step 1

After you apply, a recruiter may reach out to you for an introductory call.

Step 2

If your background is a match for the role, you may phone interview with 1-2 people.

Step 3

If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.

Application

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