Support Engineer

Are you a person who loves work (and life outside work)? Do you love making great money at the most innovative company on earth? Then keep reading! This awesome, video experience, scale-up company doesn’t just work with the coolest companies (Microsoft, Facebook, Adidas, Kellogg’s etc.) but are now looking for an addition to our Global Support Team!

Hive <3 Sustainable Growth

We have been a hypergrowth company for a long time - more than doubling our revenue every year. For the next phase of our journey, we want to continue that growth by financing it ourselves.

We want to grow sustainably when it comes to revenue, when it comes to our people and our customers; they are what truly makes us succeed.

To help our customers to grow sustainably, we will help them by creating alignment and engagement of their employees. We will help them to reduce their carbon footprint through less travel and by increasing the lifespan of their existing infrastructure. All this is at the core of our product, the Hive Video Experience Platform.

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! We use Microsoft Teams to collaborate, we have digital kick-off's and provide you opportunities to work either remotely or in a hybrid setting.

Without you = no Hive? We are a fast-paced, global (over 35 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.

🏽‍♀️ Flexibility (cannot say it enough)... we have flexible working hours to encourage work-life balance.

Contribution to innovation and a better world! Hive helps enterprises to communicate through video instead of flying people in from across the globe, which means Hive employees directly contribute to a greener world!

The boring but most important... salaries are good, insurances are good, awesome health benefits (did someone say free massage at the office?) and hopefully you stay good (& healthy)!

Want to join our journey?

You will cover up for a 9-months parental leave and will have a good chanc of getting a permanent position afterward (since we're constantly growing!)
You will be part of our hybrid workplace, which means you have the opportunity to work remotely and occasionally at our office (to enjoy a free massage, team-building activities, and more).

What is Hive Support team? 

The Global Hive Support team is a top-class support team, consisting of Support Engineers in Sweden, USA and Australia. The team 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 advisors in Video Delivery and Video Experience.

Working as a Support Engineer

You will be a central part of Hive's 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, 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 collaborating 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 support organization, since we always strive to do things in a new and/or better way.

You will… (specific daily work tasks)

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Acknowledge, reply, and follow up on Hive Support requests daily, covering Product- related questions linked to security, networking, 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.

- 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

Previous Experience

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You have at least 2 years of experience within Networking

- You have experience in Customer interaction from Support or similar roles with good knowledge of ticketing systems like Jira and support guides in confluence

- You understand enterprise architecture, including firewalls, switches, routers, proxies, VPNs, and other security infrastructure

- You are proficient with industry-standard tools in Networks log analysis like Wireshark and fiddler

- Knowledge of video streaming protocols, encoders, console and Har log analysis will be preferred

- 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… (to be decided in meeting with People Experience; choose a maximum of 5 personality traits we are looking for in this specific role)

- A team player, who shares information and expertise, promotes team effectiveness by facilitating and building on the ideas of others

- A problem solver, who loves challenges and comes up with effective and workable solutions to problems

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Service-minded, who has a visible approach and shows sincere interest in customers and their concerns

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An initiator, who initiates activities and project independently and get others on board

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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, and empowerment.

We hope you are excited about this opportunity and look forward to your application!


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