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Sales Engineer

Kanopy

Sales Engineer

National
Full Time
Paid
  • Responsibilities

    ABOUT KANOPY

    Kanopy is a video streaming platform that brings people together through film. By partnering with universities and libraries, we've made it possible to offer free access to the world's top film collection for millions of people. We're growing at an incredible rate and are looking for the right Sales Technical Support Specialist to come and join our team as we continue to scale our efforts.

    ABOUT THE ROLE

    At Kanopy, we really believe in the power of film. We are looking for a Sales Engineer who is excited to help us propel both classic and modern motion pictures that spark discourse, raise awareness, and educate the world through the most accessible form of media: film. The Sales Engineer's responsibilities include leading and managing processes and workflows for customer onboarding & technical support. This role will resolve requests related to access and streaming issues, effectively communicate and escalate issues with necessary teams, and respond to problems that require technical support through our system. We are looking for a dedicated industry professional with a background in technical systems, configuration and support.

    RESPONSIBILITIES:

    • Provide proactive customer onboarding and technical support to Kanopy's library partners 
    • Create new troubleshooting processes and workflows for use by the sales team
    • Effectively liaise with Engineering and Production teams to escalate, report, test and correct customer technical issues
    • Improve the launch and authentication processes for new library launches
    • Manage support ticketing system, response times, and customer satisfaction scores

    WHAT YOU NEED:

    • Bachelor Degree or equivalent experience
    • 2+ years of related experience
    • Strong understanding of library authentication systems including web proxy, IP addresses, Patron API, SIP2, etc
    • Customer service experience preferably in a technical environment
    • Excellent communication skills, ability to communicate effectively with cross functional teams and customers
    • Experience with Salesforce, JIRA and other relevant support systems
    • Strong analytical skills (system analysis, troubleshooting, debugging others/own code, etc.)
    • Previous experience with MARC records

    This position can be remote based and comes with a competitive salary & benefits package, including full health coverage and 4 weeks vacation. At Kanopy, we look for focused and results driven people looking to make an impact and contribute to our growing team. Bonus points to those that have a good sense of humor, love for film, or an interest in education.

    EQUAL EMPLOYMENT OPPORTUNITY

    We're proud to be an equal opportunity employer and we celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Diversity makes us a better team.