About nexahire
nexahire is a global leader in streaming entertainment, delivering cutting‑edge content to millions of viewers every day. Our mission is to combine technology, creativity, and data‑driven insights to provide an unrivaled user experience. As a remote‑first organization, we empower our teams to work from anywhere while fostering a collaborative, inclusive, and innovative culture. Join us and become part of a forward‑thinking company that values curiosity, continuous improvement, and the power of great customer support.
Why This Role Matters
Our customers rely on nexahire for seamless entertainment experiences. The Technical Support Engineer you will become is the backbone of that experience—ensuring that every technical issue is resolved quickly, that our support tools evolve with emerging needs, and that knowledge is captured in a way that empowers both customers and internal teams. This role sits at the intersection of engineering, product, and customer success, offering a unique platform to influence product direction, improve automation, and shape the future of support at nexahire.
Key Responsibilities
- Customer Issue Management: Monitor, triage, and resolve complex technical tickets submitted by customers worldwide, maintaining a high first‑contact resolution rate.
- Automation & Tooling: Design, develop, and maintain automation scripts and internal tooling that streamline support workflows, reduce manual effort, and improve response times.
- Runbook Creation & Maintenance: Author detailed runbooks for recurring incidents, ensuring that knowledge is captured, accessible, and continuously updated.
- Support Platform Evolution: Own the lifecycle of nexahire’s support platforms—including ticketing systems, knowledge‑base repositories, and monitoring dashboards—driving enhancements based on feedback and data analysis.
- Product Insight & Feedback: Partner with product and engineering teams to surface customer‑driven insights, propose feature improvements, and influence roadmap decisions.
- Documentation Excellence: Build and curate comprehensive self‑service documentation, tutorials, and FAQs that empower customers to resolve issues independently.
- Cross‑Functional Collaboration: Work closely with engineering, QA, security, and operations teams to reproduce, diagnose, and remediate bugs that affect the end‑user experience.
- Continuous Improvement: Identify patterns in support data, propose process enhancements, and implement CI/CD best practices for support tooling.
- Mentorship & Knowledge Sharing: Coach junior support engineers, lead knowledge‑sharing sessions, and champion a culture of learning within the support organization.
Essential Qualifications
- Minimum 3 years of professional technical support experience, preferably in a SaaS or streaming‑media environment.
- Deep understanding of version‑control systems, especially GitHub, including branching strategies, pull‑request workflows, code reviews, and conflict resolution.
- Hands‑on expertise with Gradle for building and managing complex project dependencies and configurations.
- Strong Java development background, complemented by a solid grasp of the Spring Boot framework.
- Proven ability to create automation scripts (Shell, Python, or Groovy) that drive efficiency across support processes.
- Extensive experience with Continuous Integration/Continuous Delivery (CI/CD) pipelines and the underlying concepts that make them effective.
- Exceptional written and verbal communication skills, with a focus on clear, concise documentation and customer‑centric communication.
- Demonstrated success delivering high‑quality customer service in a fast‑paced, high‑volume environment.
- Ability to work independently while thriving in a collaborative, cross‑functional team setting.
Preferred Qualifications & Nice‑to‑Have Skills
- Experience with gRPC, including service definition, client‑server communication, and Protobuf schema design.
- Familiarity with Linux environments and containerization technologies such as Docker, especially Debian‑based images.
- Background in building and maintaining operational dashboards, leveraging data‑visualization tools to surface key support metrics.
- Hands‑on experience with ticketing and tagging platforms like Zendesk or similar systems.
- Knowledge of observability tooling (e.g., logging, tracing, metrics) and best practices for incident detection and response.
- Experience contributing to or maintaining large knowledge‑base platforms, understanding taxonomy, search optimization, and content lifecycle management.
Core Skills & Competencies
- Problem Solving: Ability to dissect ambiguous, multi‑layered technical problems and devise clear, actionable solutions.
- Automation Mindset: Constantly seeking opportunities to replace manual steps with reliable, repeatable scripts or processes.
- Customer‑First Attitude: Empathy and dedication to delivering an outstanding experience at every touchpoint.
- Collaboration: Strong teamwork skills, comfortable working with engineers, product managers, and other stakeholders across time zones.
- Documentation Discipline: Commitment to producing high‑quality, searchable documentation that reduces friction for both customers and internal teams.
- Adaptability: Thrive in a dynamic environment where priorities shift quickly and new technologies emerge regularly.
Career Growth & Learning Opportunities
At nexahire, your career trajectory is shaped by your ambition and the impact you make. As a Technical Support Engineer you will have access to:
- Mentorship Programs: Pairing with senior engineers and product leads to accelerate skill development.
- Technical Training: Sponsored certifications, workshops, and conferences covering Java, cloud platforms, DevOps, and emerging support technologies.
- Cross‑Functional Rotations: Opportunities to spend time with product, engineering, or data‑analytics teams to broaden your perspective.
- Leadership Pathways: Progression into senior support roles, team lead positions, or product‑focused engineering tracks.
- Innovation Time: Dedicated hours each quarter to work on passion projects that can improve nexahire’s support ecosystem.
Work Environment & Culture at nexahire
nexahire embraces a remote‑first philosophy, trusting employees to deliver results from wherever they feel most productive. Our culture is built on:
- Inclusivity: Diverse voices are celebrated, and every team member is encouraged to share ideas.
- Transparency: Regular all‑hands meetings, open‑door leadership, and clear communication of company goals.
- Innovation: A bias toward experimentation, where failure is viewed as a learning opportunity.
- Well‑Being: Programs that support mental, physical, and emotional health, including virtual wellness sessions and employee assistance resources.
- Community Impact: Opportunities to volunteer, mentor, and contribute to social initiatives aligned with nexahire’s values.
Compensation, Perks & Benefits
nexahire offers a competitive total rewards package designed to attract and retain top talent:
- Salary: Market‑aligned base compensation with performance‑based bonuses.
- Health & Wellness: Comprehensive medical, dental, and vision coverage; wellness stipends; and access to virtual fitness programs.
- Retirement Savings: 401(k) plan with company matching contributions.
- Paid Time Off: Generous vacation policy, paid holidays, and flexible sick leave.
- Remote Flexibility: Home office stipend, high‑speed internet reimbursement, and optional coworking space credits.
- Parental Leave: Paid maternity and paternity leave to support new families.
- Professional Development: Tuition reimbursement, certification funding, and access to an internal learning portal.
- Employee Recognition: Quarterly awards, spot bonuses, and public acknowledgment of outstanding contributions.
- Equity Participation: Stock options or RSUs as part of the long‑term incentive plan.
- Community & Social Impact: Volunteer days, charitable matching programs, and employee‑driven social initiatives.
How to Apply
If you are passionate about delivering world‑class technical support, love building automation that makes a real difference, and thrive in a collaborative remote environment, we want to hear from you. Click the link below to submit your application and start your journey with nexahire.
Apply Now – Join nexahire Today!
Closing Statement
At nexahire, every support interaction is an opportunity to delight a customer and shape the future of streaming entertainment. By joining our team, you will be part of a mission‑driven organization that values technical excellence, continuous learning, and a genuine commitment to the people we serve. Take the next step in your career—apply today and help us create unforgettable experiences for millions around the globe.
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