Support Engineer

Your Story:

EX.CO is looking for an experienced Support Engineer who will lead and provide resolutions for technical and product issues while communicating and building trust and relationships with our customers. You will form a close partnership with our Product Management and R&D teams and will actively contribute to the ongoing success of our products.

Our Story:

At the heart of every digital revolution, there's a story. Ours began in 2012, with a vision of creating a publisher video platform that offers all the necessary tools, innovation, and knowledge publishers need to fully optimize their websites with video.

Through machine learning and AI technology, EX.CO empowers publishers to own their video content and monetization strategies to maximize revenue. Our platform offers global publishers unparalleled access to best-in-class ad serving, monetization, content automation, and video recommendation.

Trusted by some of the leading publishers globally, including The Arena Group, CBSi, Hearst, Nasdaq, Advance Local, and more, EX.CO’s platform helps publishers boost audience engagement and increase revenue. Our success is a direct result of our dedicated team located around the world and visionary backers, including The Walt Disney Company, Saban Ventures, Viola Group, 83North, and more.

At EX.CO's core is a passion for reimagining the video space and an unyielding commitment to those who rely on us. And now, we're looking for remarkable talent like you to join the next chapter of our story. 🌟

Long story short, you will:

• Your day-to-day job will be to be the bridge between the customer and the R&D team with the ability to debug, troubleshoot and find the appropriate solution for the customer.
• Serve as the first responder and the primary point of contact for all tickets.
• Troubleshoot and fix technical issues on complex systems with a wide range of strategies and tools.
• Establish, manage and lead support know-how, issue resolution capabilities and customer problem-solving.
• Provide technical know-how and best practices to ensure proper implementation of EX.CO solutions.
• Collaborate closely with the relevant R&D team, Partner Success, and operations departments to respond to customer escalations.
• Track, follow and improve SLA & KPIs to measure team success.

Requirements:

• 3+ years of experience with HTML, CSS, and JavaScript.
• Proven track record working with REST APIs.
• Proven experience using SQL at an intermediate level.
• A multitasker, hands-on problem-solver and process-oriented.
• Strong time management capabilities, and ability to prioritize, and manage a queue of tickets.
• Have a can-do attitude, great communication skills, and a creative mind to solve problems.
• Fast learner and passionate about adopting new technologies.
• Excellent communication (written and verbal) and interpersonal skills - English.
• Customer-oriented with customer-facing experience.

The pay range for this position in New York is $120,000 – $140,000

*****This is not a remote position*****