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Sr. Customer Support Engineer
Product SME
Posted on 4/27/2022
Santa Clara, CA, USA
Experience Level
Desired Skills
  • 2+yrs experience in networking, broadband, home theater devices, streaming technology, mobile OS and apps are required
  • 2+yrs experience in home theater and A/V setup and configuration, device connections and relevant technology
  • Broad knowledge of major market brands in TV and home audio, inter-connect capabilities and troubleshooting to resolve A/V issues
  • Experience with audio and video streaming over Internet and troubleshootng to resolve common issues
  • Experience with developing or maintaining reports used for issue trending and analysis is required
  • Experience with content material creation for training and process documentation is required
  • Experience with MS Windows/Office productivity and communication tools required; prior experience with Jira, Confluence, Box, Zoom, Slack and Zendesk are pluses
  • Understanding of call center operations and systems is required; prior experience in equivalent position a plus
  • Bachelor's degree or prior experience in equivalent role for 3+ years
  • Strong written and verbal communication skills
  • Ability to translate complex concepts into consumer-friendly engagements
  • Critical and analytic minded to determine issue trending and root cause
  • Great attention to detail and careful project organization
  • Reliable work ethic and experience with meeting tight deadlines
  • Provide escalation support to our contact centers and Roku partner customer support teams
  • Work with customers and Roku Engineering teams to resolve product issues
  • Provide regular issue and trend reporting to help internal teams understand the customer experience
  • Define and develop materials that enhance the call center understanding of products, procedures, and CS tools
  • Analyze support processes to recommend contact avoidance strategies
  • Represent CS in cross-functional planning of new hardware and software launches
  • Participate in bug reviews and generate analysis to identify and drive product improvements
  • Troubleshoot system/customer issues to validate product and service defects
  • Attend regular meetings and share new ideas and solutions
  • Track issues related to new product launches and work closely with product management teams to prioritize
  • Create support tracking metrics to demonstrate customer journey challenges to product and engineer teams
  • Test new products/software to identify issues or validate reported problems

1,001-5,000 employees

Streaming platform for television
Company Overview
Roku's mission is to be the TV streaming platform that connects the entire TV ecosystem around the world. The company connects users to the streaming content they love, and we enable content publishers to build and monetize large audiences and provide advertisers with unique capabilities to engage consumers.
  • Unlimited vacation days
  • Medical, wellness, and financial benefits
  • Free snacks and access to fitness center at headquarters
Company Core Values
  • High performance
  • Proud to work here
  • Trust and responsiblity
  • Talent
  • Communication and context
  • World class product
  • Simple process
  • Excellent partnerships
  • Content standards
  • High ethical standards