Senior Customer Success Engineer

Job Description

Senior Customer Success Engineer - (GPI Team), Bangalore

About Warner Bros. Discovery:

Warner Bros. Discovery, a premier global media and entertainment company, offers audiences the world's most differentiated and complete portfolio of content, brands and franchises across television, film, streaming and gaming. The new company combines Warner Media's premium entertainment, sports and news assets with Discovery's leading non-fiction and international entertainment and sports businesses.

For more information, please visit www.wbd.com.

Meet Our Team:

The Warner Bros. Discovery Global Partner Integrations (GPI) team owns the end-to-end technical integrations of Max, HBO Max, HBO GO and discovery+ with GTM affiliate partners globally. We represent the voice of affiliate partners internally and are the primary technical PoC across the lifecycle for every technical integration.

The Customer Success Engineer is part of the Global Partner Operations pillar under GPI. The role is responsible for facilitating partner inquiries and production incidents, including responding, investigating, and mitigating customer impact in compliance with internal SLA. This role reports to the VP, Customer Success Engineering.

Roles & Responsibilities:
• Interact with GTM affiliate partners globally to facilitate production incidents in a timely manner, including effective communication of technical details.
• Act as Tier 1 support and partner with internal WBD teams, including TOC and Global Tech engineering teams to determine mitigation, customer impact and drive E2E facilitation of partner impacting incidents using PagerDuty.
• Partner with broader GPI team and PMO to provide launch support including partner onboarding configurations, troubleshooting and comprehensive documentation of technical integration.
• Actively participate in hyper care and watch party events to represent GPI and provide accurate readout of partner operations metrics.
• Support other teams as needed to test and perform ongoing health checks and monitoring of the Partner integrations (STB and SAM).
• Collaborate with GPI and WBD teams and identify process improvement opportunities with both internal / external stakeholders.
• Ability to work flexible shifts to ensure GPI Ops team maintains global coverage to support various time zones.
• Be available to support critical outage situations.

What to Bring:
• At least 8 years of experience in product operations, engineering, or solution architecture functions for another OTT streaming product with global footprint
• Experience in JWT, JSON and OAuth technologies.
• Experience supporting STB products.
• Must have experience performing independent investigations by leveraging dashboards (Grafana/Kibana), system logs and developing manual SQL queries to gather insight.
• Experience required using Github, Jira and Confluence

What We Offer:
• A Great Place to work.
• Equal opportunity employer
• Fast track growth opportunities

If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.

Jobcode: Reference SBJ-gk6xjq-3-129-13-201-42 in your application.