Customer Engineer (LATAM)

NPAW is the leading video intelligence company helping online streaming services grow. A global pioneer in its space, NPAW has over a decade of experience developing ground-breaking, scalable analytics solutions to optimize performance and user engagement, to build media experiences that maximize revenue.

Its Suite of analytics apps provides advanced visibility of platform performance, audience behavior, advertising and content efficiency, and app navigation in real-time to support data-driven decisions. NPAW serves more than 150 video services and processes, with over 100 billion plays per year worldwide. Established in 2008 by co-founders of the video streaming service Rakuten TV, NPAW has offices in Barcelona, Madrid and Lisbon with teams around the world. For more information, visit https://npaw.com.

Description

We are looking for a motivated, success-driven Customer Engineer to work along with customers and the Sales and Customer Success teams to ensure successful customers’ on-boarding and integrations.

This person will be responsible for supporting our sales and customer success teams by providing technical expertise and product knowledge to our customers. You will be the key technical advisor and product advocate for our products, serving as the bridge between the technical team and customers.

The candidate understands the fundamentals of programming incredibly well and will eagerly jump into and familiarize themselves with others’ code. You will do a wide variety of things, including explaining technical concepts about NPAW’s services, building and debugging integrations with customers, and producing and improving guides that help customers solve particular problems and be successful with NPAW.

Responsibilities

• Engage with customers and prospects to present the product, offer technical details, and solve service-related issues.
• Familiarize yourself with the company's codebases to assist developers with queries.
• Provide technical support for integrating our products into customer systems.
• Assist in ensuring smooth connectivity and performance of solutions in various environments.
• Ensure our solutions are delivered on time and meet customer needs and goals.
• Develop and update documentation to support easy integration and maintenance.
• Work closely with the development team to address specific customer needs.
• Collaborate with product management to relay customer insights.
• Coordinate with sales and service teams to ensure solutions align with customer business requirements, such as through POCs and RFIs.
• Create tools and documentation to enhance the developer support experience at scale.

Requirements

• Bachelor's degree in Engineering, Computer Science, or related field.
• At least 3 years of experience in a similar role, ideally in SaaS or video analytics.
• Proficient in coding with languages such as Ruby, Python, JavaScript, Java, etc., and eager to learn new technologies.
• Strong communication skills to understand and address customer needs effectively.
• Technical aptitude with the ability to understand product documentation; knowledge of video delivery tech is a plus.
• Advanced English proficiency.
• Empathy and strong interpersonal skills to manage customer expectations and collaborate across teams.
• Customer-focused mindset, acting as an advocate for customer needs.
• Self-motivated and goal-driven with persistence and energy.
• Open to occasional travel for customer visits and industry events.

Benefits

• Competitive salary 💰
• Flexible work schedule ⏰
  
• Birthday afternoon off 🎂
  
• Career growth opportunities 🚀
• Access to continuous training 💻
• Language lessons 👩🏽‍🏫
• Referral bonus 🤝
• Fun environment: volunteering, company events, BBQs, pizza days, etc. 🎉
  
• International & multicultural team (more than 20 nationalities!) 🌍
• An amazing technological challenge 🧑🏽‍💻

Follow us on Linkedin and Twitter to see what we are up to, or have a look at Instagram to see what it's like to work at NPAW!

We celebrate the diversity, and we want our employees to reflect those differences. At NPAW, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status, or any other characteristic protected by applicable law.