Senior Customer Success Engineer 資深客戶成功工程師

@ Twitch • Taipei, Taiwan

Senior Customer Success Engineer 資深客戶成功工程師

@ Twitch • Taipei, Taiwan

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 所有最新消息,請關注 LinkedInTwitter 以及我們的部落格

職位說明

Amazon Interactive Video Service (IVS) 是端對端的影片傳輸服務,屬於經營全球最大規模實況影片發行網絡的 Amazon Web Services 旗下產品。這項服務建立在我們提供給外部客戶的 Twitch 影片技術之上。實況串流已逐漸成為許多公司與客群互動的媒介。Amazon IVS 能夠移植 Twitch 每月累計超過十億 Live 實況時數的經驗,打造更大規模的實況串流平台。

身為資深客戶成功工程師 (Senior Customer Success Engineer),您將負責經營指派給您的 IVS 客戶之整體技術關係,成為「值得信賴的策略顧問」,持續深化合作價值。您將負責為客戶制定技術方案、設計客戶啟動和施行流程、提供培訓、推動客戶內部採用率,並鞏固客戶關係與維繫高客戶滿意度。您將善用自身的技術敏銳度來處理、提報、解決客戶方及伺服方面的影片整合挑戰;您也將展現商業敏銳度,與內外部的資深主管有效溝通,掌握客戶需求的商業情境、排除客戶成功所面臨的阻礙,並回報您在過程中學習到的經驗。

 

工作內容

  • 擔任公司指派客戶之日常技術窗口
  • 在產品售前生命週期中,與業務開發、客戶管理和解決方案架構團隊合作,傳達 Amazon IVS 的商業價值、評估產品合適程度,並預估客戶啟動所需工作
  • 協助客戶決定啟動流程、成果及目標
  • 促進客戶工程師、第三方服務供應商、內部 AWS 服務團隊等涉眾的互動,確保準時交付最高品質的成果
  • 透過啟動培訓與整合工作,授予客戶相關知識與最佳作法,使成功得以延續
  • 針對整合問題進行分類、評估、提報並執行個案管理,全程參與問題的解決過程
  • 建立客戶回饋機制,藉由服務客戶取得成長與創新的機會
  • 協助客戶接洽內部產品管理團隊、支援團隊及客戶團隊
  • 運用程式碼範例、文件資料、流程改善或軟體開發套件變更等一對多模式,尋找加速及簡化客戶啟動流程的機會
  • 協助將內外部客戶解決方案順利交接給 IVS 支援團隊

必備條件:

  • 具備 5 年以上媒體編碼、轉碼、ABR 封包及 OTT 網路傳輸經驗
  • 具備 3 年以上 Objective-C / Swift (iOS)、Java (Android) 或 React (Web) 之 Web 或行動前端解決方案建立經驗 
  • 具備 3 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
  • 樂於鑽研尖端技術和解決困難問題
  • 中文、日文或韓文流利

加分條件

  • 具碩士學歷者優先考慮
  • 具備 3 年以上使用 Objective-C、Swift、Java 或 React 支援前端影片用戶方整合經驗
  • 具備大規模影片實況平台的發佈系統和工程知識
  • 具備使用 AWS CLI 和 AWS SDK 制定 AWS 架構/運算解決方案的專業經驗
  • 具備參與銷售團隊提升客戶滿意度、超越客戶期待、制定並執行商業企劃以加速產品採用的相關經驗
  • 具備採用 LL-HLS、QUIC、RUSH、Amazon Sye、CMAF 等分塊傳輸編碼進行研究、開發或執行超低延遲影片實況技術的相關經驗
  • 具備 H.264 / AVC、HEVC、AV1 和 VP9 編碼方案的實務知識
  • 具備 RTMP、WebRTC 和 HLS 影片轉碼的實務知識

福利:

  • 醫療保險
  • 健康檢查
  • 勞工保險計畫
  • 產假與育嬰假
  • 有薪假與休假
  • Amazon 員工折扣
  • 每月福利、健康相關活動折扣與專案 (例如:健身房會員資格等)
  • 免費零食與飲料

Twitch 提供公平就業機會,並且重視多元性。我們不因種族、宗教、膚色、國籍、性別、性向、年齡、婚姻狀況、退伍軍人身份或身心障礙而歧視。

 

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 end-to-end video delivery service, within Amazon Web Services, which runs one of the largest live video distribution networks in the world. It is built on top of Twitch Video which is offered to external customers. Live streaming is a growing medium for many companies to uniquely engage their audiences. Amazon IVS enables the building and scaling of such live streaming platforms, just as it does for Twitch, where more than a billion hours are streamed live each month.

As a Senior Customer Success Engineer, you will own the overall technical relationship with the assigned IVS customers and will establish a strategic and 'trusted advisor' posture to help drive continued value. You will build the technical account plan, design customer onboarding and implementation processes, deliver training, grow adoption, and ensure retention and high levels of customer satisfaction. You leverage your technical acumen to address and resolve both client-side and server-side video integration challenges; and your commercial experience to with all senior-level management to understand the business context of the customer needs, remove obstacles to customer success, and communicate learnings.

This position can also be located in either Taipei, Taiwan, San Francisco, CA, or Seattle, WA.

You Will:

  • Serve as the day-to-day technical contact for assigned accounts
  • Work with Business Development, Account Management, and Solutions Architecture teams during the pre-sales lifecycle to communicate the business value of Amazon IVS, evaluate the product fit, and forecast onboarding effort
  • Help the customer to define an onboarding process, deliverables, and targets
  • Facilitate engagement between stakeholders including customer engineers, third party service providers, and internal AWS service teams to ensure deliverables are met on time and to the highest quality
  • Transfer knowledge and best practices to the customer throughout onboarding and integration to ensure continued success
  • Categorise, evaluate, escalate, and case manage integration problems through to resolution
  • Create feedback mechanisms to harvest growth and innovation opportunities from customers
  • Advocate for customer across internal product management, support, and account teams
  • Identify opportunities to accelerate and simplify customer onboarding through 1:many mechanisms such as code samples, documentation, process improvements, or SDK changes
  • Ensure a smooth internal and external handover of your customer solutions to IVS support teams

You Have:

  • 5+ years' experience in media encoding, transcoding, ABR packaging, and transport for OTT networks
  • 3+ years' experience creating web or mobile front end solutions in Objective C / Swift for iOS, Java for Android, or React for web
  • 3+ years' experience in a customer facing role such as Customer Support, Solutions Architecture, Professional Services, Customer Success, or Technical Account Management
  • Bachelor's degree in Computer Science, Engineering or related field of study, or 12+ years of related work experience
  • A passion for working on leading edge technologies and solving intrinsically hard problems
  • Fluent in Mandarin, Japanese or Korean

Perks

  • Medical Insurance
  • Health Checkups
  • Pension Plan
  • Maternity & Parental Leave
  • Paid Time Off & Holidays
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, etc.)
  • Free Snacks & Beverages

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.