Senior Partner Support Specialist

BrightSign LLC is the global market leader in digital signage media players, offering a full range of innovative solutions designed to power dynamic digital displays. Our cutting-edge technology is trusted by leading brands worldwide to deliver engaging content in retail, hospitality, education, and beyond. As we continue to revolutionize the digital signage industry, we are seeking a dedicated Partner Support Specialist to join our team and provide exceptional support to our valued partners. This is a remote position, however, ideally, this person would sit in Central or Eastern Timezone.

Responsibilities

• Act as the main point of contact for partner inquiries, providing prompt and effective assistance via email, phone, and other communication channels.
• Troubleshoot technical issues related to BrightSign products and services, offering timely resolutions and guidance to partners.
• Assist partners with product onboarding, training, and implementation, ensuring a smooth and successful integration of BrightSign solutions.
• Collaborate closely with internal teams, including Sales, Engineering, and Product Development, to address partner needs and escalate issues when necessary
• Maintain accurate records of partner interactions and transactions using Zendesk, ensuring thorough documentation of all communication and support provided.
• Uses metrics to make data driven decisions for the benefit of partners and the company
• Be a mentor to junior support agent in the team

Qualifications

• Bachelor's degree in engineering, computer science or similar
• Experience working with enterprise IT systems and networking such as IPv4, VLANS, DHCP, DNS, multi-cast and wireless
• Familiar with languages, such as Typescript/JavaScript and Python
• Strong understanding of HTTP, REST and familiarity with distributed systems architecture
• 5 plus years of professional experience in a customer-facing role or partner engineering role
• Self-motivated, can work both at a strategic and tactical level on projects and is results driven