Support Engineer

It’s an exciting time to work at Hive Streaming! We have been growing over 100% every year in the last four years and in October 2020, we were recognized as SaaS company of the year in the Nordics.

In these turbulent times, great employee video communication is crucial for enterprises to create engagement and alignment to survive and succeed. At Hive Streaming we are proud to offer a relevant solution to this demand. We help over 100 Fortune 500 companies understand, secure, and optimize their video experience on a daily basis.

We are now looking for a Support Engineer to join our EMEA team at our office in Stockholm.

What is Hive Delivery?
Hive Delivery team, consisting of Activation and Support, bring our Customers technical support and guidance during service activation and throughout the entire subscription period. The team assists with product training, troubleshooting, service updates, and much more. With comprehensive Product knowledge, networking skills, and high responsiveness, they are a trusted adviser in Video Delivery and Video Experience.

What to expect
You can expect an atmosphere of creativity and innovation together with fantastic workplace diversity here at Hive Streaming. Today, we have over 25 nationalities among our 95 co-workers around the globe. You will be the third Support Engineer in the Support EMEA team in Stockholm. You will be working closely with your team members Daniel, Team Lead Noman and VP of Delivery, Stefan. Here, taking a coffee over Teams is always a good idea. The perfect fit for Hive is someone who thinks independently but works collaboratively to solve complex problems.

We will offer you…
An innovative and dynamic customer-centric workplace where we empower one another
Work in a fast-paced scale-up within a global context
Onboarding training and collaboration with experienced colleagues
Development opportunities, since we just keep growing



Working as a Support Engineer
You will be an important part of the team and a central part of Hive organization, focusing on providing customers/partners/people with qualitative support both professionally and responsively. Hive’s Support engineers are primarily focused on day-to-day support for Hive Customers and Partners via Hive ticketing service, Hira Service Management. You will provide guidance and solutions to ensure that tickets are moved forward on time or redirected to the right parties internally. Additionally, you will participate in the growth of our internal knowledge base as well as maintaining our install base for existing customers. You will be working with 90% of the whole organization and collaborate with your team members in the Support team but also with departments such as Sales and Product, Engineering. Besides this, you will be an important part of improving the whole support organization, since we always strive to do things in a new and/or better way.

You will…
Acknowledge, reply, and follow up on Hive Support requests daily, covering Product- related questions linked to security, networking and operation, troubleshooting, and more.
Perform White Glove support for Silent Testing and Event Monitoring
Service optimization and Maintenance work for Customer deployments
Provision customers with HIVE resources, including HIVE Agent installers, logins, etc.
Analyze Hive Insights reports and share results with Customers
Explain and advise customers on how to operate Hive tools and how to use the Hive Streaming service inside their enterprise architecture
Compose and maintain Hive Knowledge Base articles around support, best practices, but also internal processes
Assist the Activation team with Customer onboarding tasks


Previous Experience
You have at least 2 years of experience within Networking
You have experience in Customer interaction from Support or similar roles
You understand enterprise architecture, including firewalls, routers, proxies, VPNs, and other security infrastructure
You are proficient with industry-standard tools such as Fiddler, Firebug, Wireshark, ffMpeg, HandBrake, VLC & more
You know content delivery networks (CDNs) & service offerings, cloud services, and architecture
Proficient in both spoken and written English


Video Communication experience is a big plus.

The perfect match will be…
A good communicator, seeking first to understand and then to be understood
Service-minded, who has a visible approach and shows sincere interest in customers and their concerns
An initiator, who initiates activities and project independently and get others on board
Customer-centric, who generates solutions to the customer's needs and exceed their expectations


You are aligned and want to live by our Core Values; customer-centricity, innovation, empowerment.

General information
Employment: Full-time
Start: As agreed/Position available now
Salary and benefit: Competitive with subsidized health activities etc.
Location: Stockholm