Solutions Engineer - Support

Department/Group Overview:

Disney Entertainment and ESPN Product & Technology

Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally.

The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. 

Here are a few reasons why we think you’d love working here:

1. Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.

2. Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally. 

3. Innovation: We develop and implement groundbreaking products and techniques that shape industry norms, and solve complex and distinctive technical problems.

Content Platforms & Operations is responsible for the development and ongoing advancement of the technical and operational functions driving the worldwide distribution and monetization of Disney’s linear networks and theatrical content. This includes Disney’s media supply chain and storage, network and theatrical distribution operations, media localization, network transmission and origination, and more. The global team also plays a critical role as the primary collaboration point for Product & Technology with Disney’s EMEA, APAC, and LATAM regional business teams.

Job Summary:

The Content Platforms organization is seeking a Solutions Engineer II to join our Media Product Operations Team. Our team strives to deliver operational excellence by elevating and evangelizing the Content Platforms products and services to our various business partners. In this role, you will be responsible for the enablement of our content platforms products and tools, working closely with our Product management and Engineering partners to sustain and improve current products, launch new systems, and support clients as they navigate our platforms to operate their business.  

This role will serve as a key touchpoint for business partners, responsible for participating in the product lifecycle and being a subject matter expert on process workflows and functional requirements. In addition, the role will own documenting new features and disseminating those updates to the customers through coordinating user acceptance testing, conducting user trainings, and crafting release and informational communications. Finally, this role will lead best practices for metrics reporting, providing stakeholders with monthly performance retrospectives, and translating raw metrics into actionable insights. The ideal candidate must work well in a collaborative environment and be able to define and implement processes that effectively deliver on the Product Operations team’s mission.  

Responsibilities and Duties of the Role:

• Serve as a platform expert, analyzing customer requests, identifying and documenting patterns and trends, and providing actionable insights to Product and Engineering for system improvements
• Support for 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
• Own stakeholder engagement, including relationship management, addressing support inquiries, troubleshooting of potential issues, performing trainings, and onboarding users to new products
• Own communication to product end users, including feature release notes, project updates, and other announcements
• Create, facilitate, and deliver root cause analysis reports for critical outage incidents to internal teams and customers
• Perform onboarding of new users and participate in user audits
• Participate in larger organizational Product Operations initiatives, such as crafting evergreen documentation, executing strategic communication plans, and defining processes that contribute to an improved team working culture
• Flexibly support evolving business priorities as needed to help achieve business objectives for the Product Operations team
• Demonstrate a commitment to fostering an inclusive and welcoming environment for all team members
• Experience or strong curiosity in applying AI/ML and automation solutions to reduce manual effort, improve accuracy, and increase support team productivity.

Required Education, Experience/Skills/Training:

• Bachelor’s degree and equivalent professional experience.
• Minimum 3 years of experience in a professional role, preferably supporting clients in a technology/product environment
• Familiarity with content distribution and enterprise systems, such as content, asset, and metadata management
• Experience working within a defect management process, providing a link between Product/Engineering and end users, translating highly technical concepts to more human-friendly terms
• Excellent communication skills – with a bent towards customer service, an ability to navigate both internal and external stakeholders, and a talent to distill information accurately and convey it (verbally and/or written) to business partners and internal technology teams
• Experience crafting a range of documents, from documentation/operational guides to formal announcements/release notes
• Strong prioritization and organization skills with experience juggling time-sensitive requests from multiple business partners
• Energetic self-starter with a technical aptitude, a logical approach to problem solving, and demonstrates determination in finding solutions to complex puzzles
• Ability to work in a fast-paced, dynamic and matrixed organization, executing on several initiatives concurrently while balancing competing priorities
• Enthusiastic about helping people, solving problems, and championing products

The hiring range for this position in CT is $97,500 to $130,700 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.