Verizon Digital Media Services powers some of the most advanced video and content delivery solutions on the web today. We are looking for an energetic Technical Account Manager to provide premium support and a single point of contact for our premier customers. This includes problem management, coordination with internal teams, and customer-focused support for our EdgeCast CDN and upLynk video streaming products and services. The successful candidate will have a deep understanding of and interest in Content Delivery Network and video streaming technologies to help create, enhance and support our industry-leading Video and CDN delivery services.

General Responsibilities

Ability to creatively solve complex technical issues and customer needs.
Provide premium support to premier customers for Content Delivery and video streaming solutions.
Provide technical expertise and help address technical questions relating to CDN Caching and video streaming solutions.
Responsible for assisting customer support teams from implementation of new customers to support of service issues. Superior organizational and interpersonal skills.
Responsible for creating training collateral for on-going requirements with customer teams.
Support internal teams with RFP’s and other commercial requirements.
Communicate technical design requirements and implementation details to the Development Teams, through written documentation and oral presentation. Excellent presentation and communication skills, both written and verbal.
Communicate account and project status with internal teams, including sales, customer support and sales engineering management.
Gather and document requirements for requested features, professional service engagements and product enhancement
Excellent presentation and communication skills (written and verbal)
Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers.
Communicate technical processes and implementation details to internal and external teams, both in formal documentation and verbally.
Communicate account and project status with internal teams, including customer support and senior management.
Travel in support of customer meetings, quarterly reviews and other customer facing requirements.

The successful candidate will have mastery of some and solid knowledge of these skills:

Fluent in both (spoken and written) English and Mandarin.
Previous experience in a Sales Engineering or Technical Account Management role is a plus, preferably with a CDN, Cloud Services, OVP and/or a video or video streaming focused company.
Experience as a technical support representative handling internet protocol issues.
2+ years of proven success within the broadcast or streaming video fields
Video and audio formats and technologies
The candidate shall be able to describe video and audio formats in terms of resolution, frame rate, scanning mode, video components, audio frames, as well as ancillary data such as closed captioning, subtitling and event signaling (SCTE 104/35).
Live video and audio encoding/compression formats
Familiarity with MPEG-2, MPEG-4, HEVC, AC3, AAC, HAAC and other compression formats for video and audio is required.
Real time media delivery over network and packaging formats
Basic Knowledge of Encoding and Transcoding technologies including HLS or DASH delivery methodologies.
The candidate shall demonstrate basic knowledge on commercial ad insertion technologies, and to describe systems for ad insertion.
Knowledge of different types of monitoring systems for video, audio and data. Video and audio quality metrics, such as transport quality metrics, QoS and Real Time Monitoring to ensure proper intake, processing, distribution and delivery of video services.

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