Mux, which provides video infrastructure for developers, is hiring a Customer Support Engineer on its Support Strategy and Operations team. The team owns the entire self-service customer lifecycle, from top-of-funnel attraction to conversion, growth, and retention, offering email support to keep self-service customers satisfied. You will handle 40–60 support tickets per week across technical and product issues, improve documentation, and help shape Mux's AI-support workflows.
Stack
Responsibilities
- ▹Tackle 40–60 support tickets per week across a wide range of technical and product-related issues.
- ▹Contribute to and improve Mux's documentation pages and guides.
- ▹Collaborate with the self-service team to improve Mux's AI-support workflows.
- ▹Build enhanced tooling, macros, and runbooks for customer support pipelines.
- ▹Drive long-term success for self-service customers via tickets and occasional video calls.
- ▹Build a feedback loop between Support, Engineering, Sales, and Product to amplify customers' voices.
Requirements
- ▹3+ years of experience in an engineering or technical support role.
- ▹Willingness to tackle any challenge for customer satisfaction, from digging into a customer's codebase to reconciling a tricky bill.
- ▹Proficiency communicating concisely and technically, adding verbosity when the situation calls for it.
- ▹A love of problem solving and debugging tricky or ambiguous issues.
- ▹Comfortable writing code in at least one language (e.g., JavaScript, Go, Python) and eager to deepen technical skills.
- ▹Experience with AI tools, knowing how to validate their output before relying on it.
Soft skills
What we offer
- ▹Flexible PTO plus 11 company holidays.
- ▹Weekly no-meeting days and quarterly focus weeks.
- ▹Competitive health, dental, and vision insurance.
- ▹Fully funded fertility benefits; HSA and FSA available.
- ▹Short-term and long-term disability, group life, and travel accident insurance.
- ▹Employee Assistance Program (EAP) and medical support concierge service.
- ▹401(k) and paid parental leave.
- ▹Professional development stipend.
- ▹Reimbursements for headphones, cell phones, device upgrades, and SVoD services of Mux customers; lunch reimbursement program.
About the company
Mux is video for developers, solving hard problems in video encoding and streaming (Mux Video) and video monitoring (Mux Data). The team has experience from companies like Google, YouTube, Twitch, Reddit, and Fastly, organizes the Demuxed conference, and is backed by investors including Coatue, Accel, Andreessen Horowitz, and Y Combinator.