\nAbout Us\nObserve.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.\n\n\nObserve.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.\n\n\nBe part of the Contact Center Industry Disruption with Observe.AI\n\n\nThe Opportunity\nAs a Technical Support Engineer atObserve.AI, you will help create a world-class customer experience for our customers which in turn will make them raving fans of the product.  Through your technical expertise and experience, you will help drive a “customer first” mindset with every customer interaction.  You will prioritize customer requests using our ticket system (Zendesk) and will take lead in creating customer-facing documentation (Zendesk Guide) striving to deflect tickets through proactive knowledge articles.  You will use your proficiency in customer service and technical acumen to ensure high-level objectives and KPIs are met.  You will also be an active participant in our bottoms-up culture, participating in project planning and scoping best practices for the team. \n\n\n\nWhat you will be doing\n* Provide efficient and accurate technical support forObserve.AI’s product to ensure customer satisfaction\n* Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time \n* Become the liaison with Engineering and Product to escalate bugs, outages, and product requests\n* Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience\n* Analyze where users are getting stuck and provide potential workarounds + KB articles\n* Proactively identify opportunities to improve team processes\n* Provide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrations\n* Driving a “customer first” mindset to the team and collaboratorsSelf-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment\n* Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment\n\n\n\nWho You Are:\n* 2+ year as a Technical Support Engineer on a B2B SaaS Support team\n* Working technical knowledge of SaaS applications, cloud integrations, and architecture\n* Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback)\n* The ability to prioritize multiple tasks and projects simultaneously while still executing on high-level objectives\n* Excellent verbal and written communication skillsProven track record of demonstrated ability to dive into the weeds and find out solutions\n* Scripting knowledge is good to have \n\n\n\nWhat we Offer:\n* Excellent medical, dental, and vision insurance options\n* Flexible PTO \n* Generous holiday (federal and wellness) recognition and parental leave policies \n* 401K plan to save for your future \n* Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment\n* Learning & Development fund to support you in your continuing education journey and professional development\n* Fun events to build culture across the organization\n\n\n\n\n$70,000 - $90,000 a yearThe base salary compensation range targeted for this full-time position is $70,000-$90,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.\n\n#LI-remote\n\n\nIf you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai. \n\n\nWe welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.\n\n\nObserve.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Ordinance and other similar state laws and local ordinances, and its internal policy, Observe.AI will also consider for employment qualified applicants with arrest and conviction records. \n\n\n\n\nCompensation, Benefits and Perks\nCompetitive compensation including equity\nExcellent medical, dental, and vision insurance options\nFlexible time off \nGenerous holidays and parental leave policies\n401K plan\nLearning & Development fund to support you in your continuing education journey and professional development\nFun events to drive towards our culture supporting a community of Connect, Collaborate, Celebrate\n\n\nOur Commitment to Inclusion and Belonging\nObserve.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.\n\n\nWe welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.\n\n\nIf you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.  \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to SaaS, Video, Cloud, Mobile, Sales and Engineer jobs that are similar:\n\n $57,500 — $105,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nRemote West Coast

\nWe are seeking an exceptional Sr. Data Analyst to tackle challenging problems across many technical disciplines, including time series forecasting, causal inference, and optimization. The ideal candidate will have a proven track record of conducting deep analysis to explain trends and behaviors as well as applying advanced quantitative techniques to solve business problems. You will also be highly skilled at synthesizing and communicating insights and actionable recommendations to audiences at varying levels of technical sophistication.\n\nJob Responsibilities \n\n\n* Own end-to-end data analysis experience -- gather business requirements, formulate and test hypotheses, conduct data analysis, apply statistical modeling techniques, develop visualization/dashboards, communicate and present findings and actionable insights to business stakeholders and non-technical audiences. \n\n* Partner with various departments (Marketing, Sales, Product, Finance, Customer Success, etc.) to define KPIs/metrics; to measure impact and effectiveness of features and business processes; to optimize conversion efficiencies; to identify opportunities, assess risk potentials and explain trends\n\n* Design, analyze, and conduct both simulated and live experiments (A/B and multivariate tests) to drive KPI improvement\n\n* Build, maintain, and communicate detailed reporting, visualization, and other tools to deliver business insights and to show business health\n\n* Collaborate and build credibility with the sales team, staying up to date on new initiatives and working to understand their data and reporting needs while providing guidance on best practices\n\n* Measure the value of our media investments through attribution of media exposure to prospective customer online and offline actions\n\n* Continuously improve the quality and accessibility of our analytical framework and data reporting infrastructure\n\n* Assist in data requirements gathering and data validations to improve data platforms\n\n\n\n\nQualifications/Experience \n\n\n* BA/BS degree in a related quantitative field (Computer Science, Mathematics, Statistics, Engineering, Physics). Advanced degree preferred.\n\n* 5+ years of relevant working experience in a similar role, preferably supporting Go-To-Market and Product analytics in a B2B SaaS organization \n\n* Proficient in SQL with the ability to write structured and efficient queries on large data sets and programming/scripting language (e.g. Python, R) \n\n* Expert knowledge with business intelligence tools (e.g. Tableau, Looker) and web analytics tools (e.g. Amplitude, Google Analytics)\n\n* Expertise with statistical analyses, application, and concepts (e.g. regressions, experiment design, classification etc.)\n\n* Strong working knowledge of marketing and sales data ecosystem, marketing metrics, data, and processes (e.g., website, CRM, paid media, marketing automation systems, Salesforce)\n\n* Strategically-minded yet strong detail-orientation with a penchant for data accuracy\n\n* Proven ability to solve problems, learn quickly, work independently, and adapt to change in a fast-paced environment\n\n* Excellent written, verbal, and interpersonal communication and presentation skills\n\n* Exemplary relationship builder who is consultative in nature and form partnerships with coworkers and customers\n\n\n\n\nAbout Brightcove \n\nBrightcove is a diverse, global team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping organizations reach their audiences in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. \n\nSince 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and we have built a culture that values authenticity, individual empowerment, excellence and collaboration. This culture enables us to harness the incredible power of video and create an environment where you will want to grow, stay and thrive. Bottom line: We take our video seriously, and we take great pride in doing it as #oneteam.\n\nWORKING AT BRIGHTCOVE \n\nWe strive to provide our employees with an environment where they can do their best work and be their best selves. This includes a focus on our employees’ work experience, and we actively support a culture where inclusion and growth are at the center. We hire, recognize, and promote employees who are committed to these same ideals. We value collaboration, creativity, work/life balance, professional growth, and creating an empowering space for open communication. No matter where our employees work, remotely or in one of our global offices, employees have plenty of opportunities to meet colleagues and celebrate a variety of personal interests and perspectives.  \n\nYou will be working in our vibrant Guadalajara office located right in front of Andares shopping mall where employees enjoy access to fully-stocked kitchens, company events and social activities as well as an inspiring work environment. We are focused on creating a culture where inclusion and growth are at the center. We value collaboration, creativity, work/life balance, professional growth and providing an empowering space for open communication.\n\nWe are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. Brightcove embraces diversity and seeks candidates who support persons of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply. If you need any accommodations for your interview, please email [email protected].\n\n#LI-Remote\n\nBC21057 \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to SaaS, Senior, Marketing and Sales jobs that are similar:\n\n $60,000 — $110,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nGuadalajara, Jalisco, Mexico