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Solutions Engineer II

New York, New York, United States

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Job ID 880964BR Location New York, New York, United States Business Disney Media & Entertainment Distribution Date posted Nov. 04, 2021

Job Summary:

Media Operations Engineering is seeking a Solutions Engineer II - Business Products team member with a passion for supporting world-class products and a relentless focus on shaping a stellar experience for users across multiple enterprise level platforms. We are an energetic group tasked with delivering platforms that power sites, apps, and services in the digital space.

The Solutions Engineer II requires service leadership to follow defined plans, execution, and monitoring of all service support activities, in partnership with our internal stakeholders and external technology vendors. This role is the primary liaison between business users and technical personnel, ensuring timely resolution of issues and escalation of critical business problems. They are also the subject matter expert (SME) for related business processes and are accountable for identifying and mitigating risks to the service delivery and proactively addressing issues before they impact service levels. The Solutions Engineer ensures the continual operational health of the applications by responding to technical support issues, driving continual service improvement, and collaborating with other support and development teams to deliver on the Enterprise Products mission.

Responsibilities:

  • Own communication to product end users, including feature release notes, project-specific updates, and other general announcements
  • Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. If no solution is available, would escalate incidents to core engineering or vendor team
  • Monitor service performance and recommend areas of focus for continuous improvement initiatives
  • Perform onboarding of new users and also conduct targeted trainings for new features
  • Be a platform expert that can perform gap analysis on customer requests, documenting and sending requirements to Product and Engineering for system improvements
  • Translate highly complex business and technical concepts into digestible information that can be presented to a variety of levels

Basic Qualifications:

  • Minimum of 5 years of previous and relevant experience working on enterprise level applications or end-user support teams
  • Practical experience working with cross-functional teams (i.e. infrastructure teams, product management and engineering teams.
  • Familiarity with web technologies
  • Good troubleshooting skills that cover a broad base of knowledge.
  • Enjoys puzzles and learning new tings
  • Strong verbal and written communication skills.
  • Ability to navigate both internal and external stakeholders.

Preferred Qualifications:

  • Experience with the following tools: ServiceNow, NewRelic, Confluence, Slack, Azure, AWS, JIRA, MS Teams, Sharepoint
  • Quick thinking and ability to perform under pressure.
  • Proactive team player who asks questions and offers solutions
  • Passionate learner who wants to be an agent of change.

Required Education

  • High school diploma required or GED

Preferred Education

  • Bachelor’s degree in computer science or engineering preferred.

About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Streaming Technology LLC, which is part of a business segment we call Disney Media & Entertainment Distribution.

Disney Streaming Technology LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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