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Software Development Engineer - Customer Success

關於 Twitch

Twitch 自 2011 年創立以來，致力於打造多人娛樂的全球社群：數百萬名用戶的互動造就出獨特、即時、出乎預料的美好體驗。我們將多人合作的樂趣導入一切活動，包括休閒遊戲、世界級電競賽事，以及動畫馬拉松、音樂和藝術實況。Twitch 也會舉辦 TwitchCon，讓社群共聚一堂歡慶、學習與發展自己的個人興趣和熱情所在。Twitch 的 Live 實況全年無休。若想掌握有關 Twitch 的所有最新消息，請關注 LinkedIn、Twitter 以及我們的部落格。

職位簡介：

Amazon Interactive Video Service (IVS) 是 Amazon Web Services 旗下的一項服務，可提供端對端影片傳輸和觀眾參與工具來強化影片實況體驗。Twitch 影片便是由 IVS 驅動，這是世界上最大級的實況影片發行網路，每個月傳輸超過十億個小時的影片。我們的使命是透過 IVS 來讓每個人都能使用實況影片技術，並透過實況影片參與來支持多元社群的建立。

身為資深客戶成功工程師 (Senior Customer Success Engineer)，您將負責與 IVS 客戶建立深厚技術關係，在他們打造吸引觀眾的影片應用程式過程中成為值得信賴的顧問。具體來說，您需要在客戶評估及整合 IVS 服務和軟體開發套件時輔助他們。

您在手機、影片和雲端基礎架構方面的經驗將用於解決用戶端與伺服器端的影片整合挑戰。您將支持客戶需求、消除技術採用障礙，並向廣大觀眾傳達參與情形的分析數據。

您將直屬於客戶成功工程總監，並帶領與歐洲、中東和非洲地區客戶的互動。這是一個遠端工作職位，候選人可位於...

工作內容

• 成為策略性客戶在啟動和整合方面的主要技術聯絡人
• 解決整合挑戰，加快推出 IVS 驅動的客戶應用程式
• 確保在客戶成功啟動後順利過渡到 AWS 客服團隊
• 諮詢業務開發、客戶管理和解決方案架構團隊，向策略性客戶傳達 Amazon IVS 的價值、評估 IVS 產品合適程度，並預估客戶啟動所需工作
• 建立意見反應機制，並支持客戶需求以影響新產品創新的發展。
• 掌握知識及教戰守則並向 IVS 社群及 AWS 銷售團隊分享
• 建立包括範例程式碼、工作坊和示範等技術資料，加速並簡化客戶啟動過程

必備條件

• 具備 3 年以上使用 Objective C / Swift (iOS)、Java / Kotlin (Android) 或 Javascript / React (網頁) 開發網頁或手機應用程式的經驗
• 具備 2 年以上與客戶直接接觸之相關職位經驗，例如客戶服務、解決方案架構、專業服務、客戶成功或技術客戶管理
• 具備資訊工程或相關領域學士學歷，或具備 12 年以上相關工作經驗
• 能流利使用英語和以下其中一種語言：中文、韓語或日語

加分條件

• 具備 3 年以上媒體處理、內容傳遞網路，以及 RTMP、HLS、DASH 和 WebRTC 等影片傳遞協定之相關經驗
• 具備 3 年以上制定/經營以雲端科技和基礎架構程式碼所建立之解決方案的經驗
• 具備資訊工程或相關領域碩士學歷
• 具備參與銷售團隊提升客戶滿意度、超越客戶期待和加速產品採用的相關經驗

福利

• 醫療、牙科、眼科及失能保險
• 401(k)
• 產假與育嬰假
• 彈性有薪假
• Amazon 員工折扣
• 每月福利、健康相關活動折扣與專案 (例如：健身房會員資格、外出按摩等)

About Us

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on LinkedIn, Twitter and on our Blog.

About the Role

Amazon Interactive Video Service (IVS) is an Amazon Web Service that provides end-to-end video delivery and audience engagement tools to power live video experiences. IVS powers Twitch Video, one of the largest live video distribution networks in the world that delivers more than a billion hours of video each month. Our mission is to make streaming video technology available to anyone through IVS and to empower the creation of diverse communities through live video engagement.

As a Senior Customer Success Engineer, you'll build deep technical relationships with IVS customers and be a trusted advisor on their journey to build engaging video applications. Specifically, you'll support customers during their evaluation and integration of the IVS service and SDK's.

Your experience with mobile, video, and cloud infrastructure will be used to resolve both client-side and server-side video integration challenges. You'll advocate for customer needs, remove technical obstacles to adoption, and communicate engagement insights to broad audiences.

You will report to the Director of Customer Success Engineering and lead engagements with customers throughout Asia-Pacific. This position is remote and can be located in Taipei, Singapore, Korea, Japan or Australia.

You Will:

• Be the primary technical contact for onboarding and integrations with strategic customers
• Resolve integration challenges to expedite the launch of IVS-powered customer applications
• Ensure a smooth transition to AWS support teams following a successful customer launch
• Consult with Business Development, Account Management, and Solutions Architecture teams to communicate the value of Amazon IVS, evaluate IVS product fit, and forecast onboarding effort with strategic customers
• Create feedback mechanisms and advocate for customer needs to influence the development of new product innovations.
• Capture and share knowledge and best practices to the IVS community and AWS sales teams.
• Accelerate and simplify customer onboarding by creating technical artifacts including code samples, workshops, and demos

You Have:

• 3+ years' experience developing web or mobile applications with Objective C / Swift (iOS), Java / Kotlin (Android), or Javascript / React (Web).
• 2+ years' experience in a customer facing role such as Customer Support, Solutions Architecture, Professional Services, Customer Success, or Technical Account Management
• Fluent in English and one of the following languages - Mandarin, Japanese, or Korean

Bonus Points

• 3 + years' experience in media processing, content delivery networks, and video delivery protocols like RTMP, HLS, DASH, and WebRTC
• 3+ years' experience architecting/operating solutions built using cloud technologies and infrastructure-as-code.
• Bachelor's degree in Computer Science, Engineering or related field of study, or 12+ years of related work experience
• Masters Degree in Computer Science, Engineering or related field of study
• Experience working as part of a sales team to increase customer satisfaction, exceed customer expectations, and accelerate product adoption

Perks

• Medical Insurance
• Health Screenings
• Life Insurance
• Maternity & Parental Leave
• Paid Time Off

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.

Job ID: TW7237