Support Engineer

Are you a person who loves to work (and life outside work)? do you love making great money at the most innovative company on earth? Then keep reading!

As the most innovative company on Mother Earth, we need to be able to be recognised as the company of the year (again) in 2021. Do you want ot join the ride?

This awesome, video experience, scale-up company doesn’t just work with the coolest companies (Microsoft, Facebook, Adidas, Kellogg’s etc.) but has also been growing over 100% every year in the last four years So why stop now?

Why Hive?

Because of the innovation, no one has done this before like Hive does. Every day is yet another innovation. I wake up and I'm thinking" Okay Stefanos, today I'm going to discover something new". That is why I work at Hive!" Stefanos Antaris, Machine Learning Engineer * AKA the smartest person you'll ever know).

The Perks of Working At Hive:

- Have it your way! At the office, at home, or on the ski slope (…did I go too far?) - your way is the best way, but flexibility is everyone’s way at Hive! 🌎

- Without you = no Hive? We are a fast-paced, global (over 30 nationalities among our 100 co-workers around the globe) scale-up company that empowers every single coworker. Everyone is unique and important for our growth. You will play an important role in the company’s future success 🧡

- You + Massage + Every single week + Your back will love you 🙌 = True! Plus other good benefits as digital kick-off, office fika (maybe too often..?) etc.

- The boring but most important… Salaries are good, insurances are good (and hopefully) you stay good (& healthy!) 🌈

What you can 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 preferably based in Stockholm. You will be working closely with your team members Daniel, Heysam and Head of Support, Noman who are based in Stockholm office but also with Roberto, Sahr and George who are based in Washington DC and Melbourne. 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.

What we expect

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. You're a self motivated and driven person that takes responsibility for your task, and are curious to learn. Hive’s Support engineers are primarily focused on day-to-day support for Hive Customers and Partners via Hive ticketing service, Jira 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.

Last but not least…

Bring your ping-pong racket on the first day (and try to beat our ping-pong Sales Queen Paulina). Don’t dress up!

We hope you are excited about this position at Hive and look forward to your application!







LI-SA