We are Veritone

We are driven by the belief that Artificial Intelligence is mankind’s greatest invention. It is the key to building a safer, more vibrant, transparent, and empowered society. We are determined to be an active contributor to shaping our future for the better. We care about the ethical implications of AI and the prosperity and well-being of all individuals, as well as the growth and continued successes of our employees, customers, and partners.

Veritone’s mission today is more important than ever. We’re here to democratize AI and enable every organization and every person with the power of AI. What started in 2014 with the idea of providing unified access to hundreds of cognitive engines through one common software infrastructure, evolved to the world’s first AI operating system, aiWARE, which orchestrates a diverse ecosystem of cognitive engines to power intelligent automation for both commercial and government organizations. As we progress, we will continue to move humans from “in” to “on” to “out of the loop” to help them accelerate workflows, save time and costs, and uncover new insights and opportunities.  You can view us at: www.veritone.com / www.veritoneone.com 

We are growing and are looking for a positive, outgoing, self-motivator to join our Support Team as a Support Associate who will report to the Director, Support Services.   This role will be remote based. 

The Support Associate must be a driven, highly technical, and creative problem solver that is prepared to be on the frontlines of the customer experience. A great candidate for the position will be a detail-oriented individual with previous experience in technical support for an enterprise software company, ideally with a degree in a relevant field such as computer science and technical experience.

What You’ll Do 

The Support Associate is critical to our customers success providing in-depth knowledge of our products and supporting technologies to resolve issues, promote best practices and answer questions. This person can diagnose issues, help customers learn to leverage the platform for the best experience while promoting self-sufficiency, and will be an advocate for clients when escalating issues both internally and externally.

Responsibilities:

• Provide technical product support for a variety of platform applications with use cases spanning across multiple industry verticals with a focus on Media, Broadcast & Entertainment.
• Triage and troubleshooting product or service problems by validating the customer's issue, aiding in determining the root cause of the incident, escalating as needed, providing a workaround as necessary; tracking issue resolution and maintaining communication with the affected user(s).
• Ensure that customer issues are assigned accordingly and handled appropriately, leading client correspondence throughout the triage process and working with various departments, clients, and vendors as needed.
• Follow communication procedures, guidelines and policies to meet client SLAs
• Submit bugs and issues to engineering teams and assist with managing client expectations on issue resolution.
• Author or edit detailed knowledge documentation of issue resolutions

What You'll Need

• 2+ years in a technical support or related role
• Experience supporting external clients within a SaaS (Software-as-a-service) environment.
• Experience supporting external clients within an on-premise software environment
• Strong written, verbal, and interpersonal skills along with a positive attitude and desire to provide helpful service.
• Ability to learn quickly, problem solve, and make effective decisions in a fast-paced environment under high-pressure situations.
• Ability to multitask, prioritize objectives, and manage time effectively.
• Proven ability to efficiently and effectively interface partners or clients, with the ability to diagnose and troubleshoot basic technical issues and engage with other internal groups to solve more complex issues.
• Administrator proficiency with both Windows Server and Linux
• Ability to troubleshoot python and javascript
• Ability to write and execute basic SQL queries

Preferred Experience: 

• Experience supporting network isolated on-premise software environments
• Experience with Salesforce Service Cloud & jira
• Familiarity with various types of digital media from text and images to audio and video.
• Experience with omni-channel support (email,chat,phone,video)
• Experience creating and maintaining KM articles
• Experience supporting broadcast, OTT, and web streaming media workflows
• Familiarity with physical media encoding and digitization practices
• Experience supporting video, image, and audio transcoding using industry standard tools and processes at scale
• Knowledge of a range of video broadcast standards from SD, HD, 2K, 4K, etc. and varying compression formats and frame rates
• Experience with non-linear video desktop and cloud video editing software, and command line utilities (Adobe Premiere Pro, Blackbird, FFMpeg, etc.)
• Experience with cloud storage services and integrated file transfer workflows like AWS S3, IBM Cloud Object Storage, Aspera on Cloud, Signiant, etc.
• Competent with industry best practices related metadata logging, library management, controlled vocabularies, Media Asset Management (MAM) and Digital Asset Management (DAM) systems
• Basic networking knowledge and understanding of different transport protocols (FTP, Aspera, etc.)
• Experience with cutting edge and historical industry standard media archival and M&E post production workflows, delivery packages and formats (Quicktime, MPEG, MP4, MXF, DCP, AS-02, IMF)
• Experience with metadata sidecar standards and formats such as JSON, XML, etc.

What’s In It For You

• A competitive compensation package.
• Stock Options. 
• Flexible Time Off.
• Quality benefits: medical, dental, vision, 401K.
• An opportunity to be a part of the next big thing in artificial intelligence!

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

(Colorado Only*): Minimum annual salary of $59,399.00. This base pay is for illustrative purposes only and will be determined based on skills and experience comparable to the job requirements. This position may be eligible for additional compensation and benefits including but not limited to: incentive compensation; health benefits; retirement benefits; life insurance; paid time off; parental leave and benefits; and other employee perks and benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in Colorado.

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