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About hirequest
hirequest is a global leader in streaming entertainment, delivering cutting‑edge content experiences to millions of viewers worldwide. Our mission is to empower creators with the most intuitive, reliable, and innovative tools so they can focus on what they do best—crafting unforgettable stories. As we continue to expand our portfolio of original series, movies, and interactive experiences, we are looking for bright, motivated individuals to join our remote support team and become the vital bridge between our content creators and the engineering talent that builds the tools they rely on.
Why This Role Matters
In the fast‑paced world of digital entertainment, any hiccup in a content‑creation workflow can delay releases, affect quality, and ultimately impact the viewer experience. As an External Support Engineer, you will be the first line of defense for external content teams, ensuring that the tools we provide are used efficiently, issues are resolved swiftly, and feedback is channeled back to our product engineers. Your work will directly influence the speed, reliability, and creativity of the content that reaches our global audience.
Key Responsibilities
- Technical Support & Troubleshooting: Serve as the primary point of contact for external content teams encountering challenges with hirequest’s proprietary content‑creation tools. Diagnose, debug, and resolve issues promptly, minimizing downtime.
- Documentation & Training: Create clear, concise reference guides, tutorials, and training sessions that empower external partners to become self‑sufficient users of our toolset.
- Issue Escalation & Tracking: Identify complex problems that require deeper engineering insight, log them in JIRA, and collaborate with the development team to ensure timely resolution.
- Advocacy & Continuous Improvement: Gather feedback from content creators, advocate for workflow enhancements, and propose new features that align with real‑world usage scenarios.
- Cross‑Functional Collaboration: Partner with software engineers, product managers, and quality assurance specialists to design and implement tools that boost efficiency and maintain high standards of quality.
- Feature Development Guidance: Participate in interdisciplinary discussions, helping to translate initial concepts into fully realized, production‑ready features.
- Professionalism & Reliability: Demonstrate accountability, reliability, and a customer‑first mindset in every interaction, reinforcing hirequest’s reputation for excellence.
Essential Qualifications
- Educational Background: Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline, or equivalent hands‑on experience.
- Tool‑Support Experience: Prior experience supporting live services, development tools, or production pipelines, preferably within a media or gaming context.
- Programming Insight: Ability to read, understand, and discuss C# code snippets, enabling effective communication with engineering teams.
- Unity 3D Familiarity: Practical knowledge of Unity 3D game and tool development, providing a solid foundation for understanding the environment in which our content teams operate.
- Defect‑Tracking Proficiency: Hands‑on experience with Jira, Confluence, or comparable issue‑tracking platforms to manage, prioritize, and document support tickets.
- Mobile Development Awareness: Exposure to iOS and Android development workflows, ensuring a holistic view of cross‑platform content creation.
- Production‑Level Coding Experience: At least 5 years of delivering production‑ready code in a professional setting, demonstrating a deep understanding of software lifecycle best practices.
Preferred Qualifications & Nice‑to‑Have Skills
- Experience working in a remote or distributed team environment.
- Familiarity with cloud‑based collaboration tools such as Slack, Microsoft Teams, or Google Workspace.
- Knowledge of CI/CD pipelines and automated testing frameworks.
- Previous exposure to streaming media pipelines, DRM systems, or content delivery networks (CDNs).
- Strong analytical mindset with a passion for problem‑solving and process optimization.
Core Skills & Competencies
- Communication Excellence: Clear, articulate written and verbal communication skills, essential for interacting with external partners and internal stakeholders.
- Customer‑Centric Attitude: Positive, proactive approach to receiving and delivering constructive feedback, always aiming to exceed partner expectations.
- Organizational Mastery: Ability to juggle multiple requests, prioritize effectively, and maintain meticulous records of support activities.
- Self‑Motivation & Autonomy: Strong internal drive to take ownership of tasks, work independently, and deliver results without constant supervision.
- Technical Curiosity: Eagerness to stay current with emerging technologies, industry trends, and best practices in content tooling and software development.
Career Growth & Learning Opportunities
hirequest invests heavily in the professional development of its employees. As an External Support Engineer, you will have access to:
- Mentorship programs pairing you with senior engineers and product leaders.
- Paid certifications and training courses in areas such as cloud platforms, advanced Unity development, and agile project management.
- Opportunities to transition into specialized engineering roles, product management, or technical program management as you demonstrate expertise and leadership.
- Cross‑team projects that broaden your exposure to the full product lifecycle, from ideation to launch.
Work Environment & Culture at hirequest
Our remote workforce thrives on flexibility, collaboration, and a shared passion for storytelling. At hirequest you will experience:
- Inclusive Culture: A diverse, equity‑focused environment where every voice is heard and valued.
- Flexible Hours: Core collaboration window from 10:00 am to 6:00 pm CST, with the freedom to structure the rest of your day to suit personal productivity rhythms.
- Innovation‑Driven Mindset: Teams are encouraged to experiment, iterate quickly, and bring bold ideas to life.
- Global Community: Connect with colleagues across continents, sharing perspectives that enrich both product outcomes and personal growth.
Compensation, Perks & Benefits
hirequest offers a competitive compensation package that reflects market standards, individual experience, and the cost of living in your location. While exact figures vary, our total rewards program typically includes:
- Base salary aligned with industry benchmarks for entry‑level technical support roles.
- Performance‑based bonuses and stock‑option grants that align your success with the company’s growth.
- Comprehensive health, dental, and vision coverage for you and eligible dependents.
- Generous paid time off, parental leave, and flexible work‑from‑home allowances.
- Wellness programs, employee assistance resources, and continuous learning stipends.
How to Apply
If you are excited about bridging the gap between creative talent and cutting‑edge technology, and you thrive in a remote, fast‑moving environment, we want to hear from you. Submit your resume, a brief cover letter highlighting your relevant experience, and any supporting portfolio items that demonstrate your problem‑solving abilities.
Join hirequest and Make an Impact
At hirequest, every piece of content you help deliver reaches a worldwide audience hungry for fresh, compelling experiences. By ensuring our tools work flawlessly for external creators, you become an essential part of the storytelling chain. Take the next step in your career—apply today and help shape the future of entertainment.
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