Technical Support Engineer

Tubular and Lineup have partnered with Chartbeat to help you grow reach and revenue for your content. 

Chartbeat’s (www.chartbeat.com) mission is to help content creators around the world better connect with their audiences. 

In 2023, Chartbeat joined forces with Tubular, the leader in global social video intelligence and measurement, and Lineup Systems, the leading global provider of media sales technology. Together, we’re expanding the ecosystem of insights we provide to enterprise content creators who are developing audiences and revenue streams across channels. We now serve more than 1,000 brands globally, including The New York Times, the BBC, ESPN, Gannett, Vox, BuzzFeed, Paramount, WB, Mediahuis, Hearst, McClatchy, and GQ. 

You'll be joining a diverse group of focused, hard-working people who are passionate about doing work that's challenging and fun—and who strive to maintain a healthy work/life balance. Chartbeat’s intuitive and powerful software has long empowered media brands to use their own data to build loyal audiences across desktop, social, and mobile platforms. With easy-to-use real-time and historical analytics, in-page optimization and testing tools, and unique insights into audience engagement, Chartbeat’s products bring value to editorial, product, and business teams. Earlier this year, Chartbeat joined forces with Tubular, the leader in global social video intelligence and measurement. Tubular provides a unified view of the shifting values and interests of audiences across YouTube, Instagram, Facebook, Twitch, and more. Together, we’re expanding the ecosystem of insights we provide to enterprise content creators who are developing audiences and revenue streams across channels. By joining two comprehensive network-level datasets, we’ll help our partners understand and measure a larger proportion of audience interactions and, in turn, make smarter decisions that grow reach and revenue. We now serve more than 1,000 brands globally, including influential content publishers like The New York Times, the BBC, ESPN, Gannett, Vox, BuzzFeed, Paramount, WB, Mediahuis, Hearst, McClatchy, and GQ. 

The Team 

Our Technical Support team delivers best-in-class customer support to Chartbeat and Tubular Labs customers around the world. We work directly with customers and end users to support their use of our products— from sign-in trouble and how to use type questions, to advanced technical support, including debugging code written by clients, and troubleshooting novel integration compatibility issues between our tech and clients’ owned & operated platforms.

Responsibilities

As a Technical Support Engineer at Chartbeat, you will be working directly with our client end users to answer their product questions and resolve their technical issues. You will primarily support customers via emailed support tickets (we use Zendesk), as well as over video conference calls. You will participate in the support on call rotation to monitor for urgent support issues such as platform outages. You will assist with knowledge capture by writing new documentation for our Help Center, and help train future new members to the support team during their onboarding. 

• Accurate and timely responses to support tickets that come to Chartbeat directly from customers 
• Write new and update existing technical documentation, both for internal use and for Chartbeat’s public Help Center and Developer Docs websites 
• Share users’ product feedback to our Product and Engineering teams
• Assist with the process of rolling out new products and features to our customers
• Demonstrate product curiosity and a passion to exceed client expectations 

About You

• 1-2 years in customer service or technical support 
• Experience working with and/or for media organizations is desirable
• Experience with and knowledge of HTML, CSS, and the basic principles of web development 
• Skills with Chrome Developer Tools and the command line as well as experience with Javascript, jQuery, Github are a major plus 
• Experience using web app analytics tools such as Chartbeat, Google Analytics, Mixpanel, etc, preferred but not required 
• Ability to effectively handle numerous and often simultaneous priorities
• Excellent written, verbal and presentation skills 
• Demonstrated ability to work independently 
• Spanish fluency strongly preferred

Compensation and Benefits:

We are proud to offer our team members a competitive compensation plan that includes: 

• Comprehensive Health, Dental, and Vision Insurance
• 401K with company match (100% of the first 3% and 50% of the next 2%)                    
• Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents
• Phone and internet stipend
• Wellness, learning, and coworking reimbursements
• Flexible work hours
• Unlimited PTO
• 11 paid holidays and December holiday closure
• Company-wide outings
• The compensation range for this position is $70,000 - $80,000