Manager, Technical Support

Are you passionate about working directly with customers and immediately impacting their success? Are you driven by solving technical questions and issues? We are looking for someone who is passionate about providing efficient and accurate technical assistance to our growing customer base of online video publishers. The right candidate is a highly motivated person with experience managing global technical support teams in a customer-facing role. Candidates must have an experienced technical background, a working understanding of web-based technologies, and enthusiasm for customer success.

This is a Global team, so this role will interact closely with support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with customers worldwide.

Working for Brightcove will give you a unique opportunity to join a fast-growing company and play an integral role in building products and online services that promise to transform the media industry and change the way people all over the world watch videos.

Job Responsibilities 

People Management

• Manage 6+ technical customer service engineers in a multilingual environment.
• Create a team culture and environment that is customer and employee-focused.
• Understand the team and individual’s technical needs by providing regular coaching, mentoring & constructive feedback.
• Develop all levels of employees within our organisation to ensure successful succession planning by setting and tracking development goals and implementing PIP (Performance Improvement Plans) when performance issues are identified. Follow a people-first approach to ensure this.
• Participate as an evaluator of soft & technical skills to support the hiring and interviewing processes.

Response Management, Product & Process Improvement

• Act as a Technical Incident Manager for infrastructure and services outages on large-scale cloud applications (AWS), in-house applications, and local bugs.
• Drive continuous process improvements/initiatives to increase productivity, improve customer satisfaction (CSAT) and consistently meet business KPIs.
• Represent the customer to internal stakeholders in our Product and Engineering teams and ensure that our product and documentation reflect our customers’ needs.
• Participate in global reviews of the organisational tools, performance, and policies and procedures to ensure continuous improvements and standardisation across sites globally.
• Establish and assure adherence to budgets, schedules, work plans and performance requirements.

Reporting & Communication

• Interact with senior management and executives concerning cross-functional areas and responsibilities.
• Clearly communicate updates on performance against targets and objectives to senior management and executives.

Qualifications/Experience 

• Bachelor's degree (Computer Science preferred but not required)
• 8+ years of relevant experience in a customer-facing environment with a minimum of 3+ years in team/people management, with the ability to demonstrate management experience achieving adherence to Service Level Agreements. 
• Experience delivering on global strategic initiatives to improve customer satisfaction and experience.
• Experience managing large enterprise customer partner relationships and advocating for technical issues or needs.
• Required to be flexible, detail-oriented, and organised, as well as have the ability to multitask.
• Native Japanese and business-level English communication skills with a strong customer focus.
• Proven ability to work with the team to quickly and calmly resolve technical issues.
• Exposure to online technical problem-solving and troubleshooting.
• Understanding of internet technologies, including browsers, networking, firewalls & proxy servers.
• Working knowledge of web-based technologies, including HTML, CSS, JavaScript.

Nice to have

• Programming experience with at least one server-side programming language (Ruby, PHP, Java, Swift, Python).
• Familiarity and working knowledge with online video and rich media.
• Exposure to video encoding applications.
• Strong data entry skills.

Special Conditions

• Business level English and native Japanese fluency is required

About Brightcove 

Brightcove is a diverse, global team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping organizations reach their audiences in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. 

Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and we have built a culture that values authenticity, individual empowerment, excellence and collaboration. This culture enables us to harness the incredible power of video and create an environment where you will want to grow, stay and thrive. Bottom line: We take our video seriously, and we take great pride in doing it as #oneteam.

WORKING AT BRIGHTCOVE 

We strive to provide our employees with an environment where they can do their best work and be their best selves. This includes a focus on our employees’ work experience, and we actively support a culture where inclusion and growth are at the center. We hire, recognize, and promote employees who are committed to these same ideals. We value collaboration, creativity, work/life balance, professional growth, and creating an empowering space for open communication. No matter where our employees work, remotely or in one of our global offices, employees have plenty of opportunities to meet colleagues and celebrate a variety of personal interests and perspectives.

This role is being offered as hybrid in our Tokyo office located at PMO Tamachi 9th floor, 5-31-17 Shiba, Minato-ku, Tokyo 108-0014, we are just 3 minutes walking distance from JR TAMACHI station and Toei Mita/Asakusa line MITA station.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. Brightcove embraces diversity and seeks candidates who support persons of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply. If you need any accommodations for your interview, please email [email protected]. 

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