**About Bitkernel** ****Bitkernel Technology Inc.**** is redefining how the world experiences digital video. With a proven track record of innovation, we’re on a mission to revolutionize streaming technology and build complete content ecosystems. Headquartered in ****Austin, Texas**** , with a growing office in ****Vancouver, B.C.**** , we’re building our future in North America. Powered by our groundbreaking platform, ****Goose**** , we’re creating a next\-generation ****self\-serve SaaS solution**** that enables ****content creators, broadcasters, and media companies**** to launch and scale OTT streaming services across ****Android, iOS, Web, and SmartTV**** platforms. ****Why Join Bitkernel?**** At Bitkernel, you’ll experience the ****energy of a startup**** with the ****stability of an established product**** —and the opportunity to make a ****global impact**** . You’ll help shape major technical innovations, collaborate with visionary leaders, and solve complex, global\-scale challenges backed by long\-term R\&D investment. We thrive on ****empathy, innovation, and continuous learning**** . Our team is made up of ****curious, strategic thinkers**** who combine deep technical expertise with emotional intelligence and a collaborative spirit across cultures and disciplines. Join us to ****build, innovate, and grow**** as we redefine how the world experiences digital video. ****Bitkernel DNA (is it in you?)**** ****Startup Hustle:**** You thrive in fast\-paced, ambiguous environments with a hands\-on, problem\-solving attitude. ****Boundary\-Breaking Vision:**** You challenge conventions to pioneer innovative, world\-class user interfaces. ****AI\-Enhanced Innovation:**** You harness AI to supercharge development workflows and push the boundaries of what’s possible. **What You’ll Do** * Lead \& Mentor: Directly manage, coach, and evaluate our Customer Service Sr \& Jr team members, fostering a customer\-obsessed and technically empowered team culture. * Master Live Event Readiness: Organize shift rotations and on\-call contingency plans. * Level 2/3 Technical Escalation: Serve as the senior technical escalation point for complex streaming issues—diagnosing * Bridge Support \& Engineering: Work hand\-in\-hand with Tech support, DevOps, QA, and Software Engineering (via Jira) to log, track, and eliminate root\-cause bugs. * Manage Incident Protocols: Lead crisis communication and transparent B2B client management during major system outages or stream degradations. * Optimize Operations \& SLAs: Audit ticket workflows (Zendesk/Freshdesk), enforce contract SLAs, and track operational metrics (FRT, MTTR, CSAT). **What We’re Looking For** * Experience: 3\+ years in a Team Lead role within Technical Support, Customer Experience, or Service Operations. * Industry Background: Direct experience in OTT Video Streaming, IPTV, Media Tech, B2B/B2C SaaS, or Telecommunications. * Streaming Tech Stack: solid understanding of video delivery pipelines—protocols (HLS / DASH), CDN distribution, video encoding, DRM frameworks, and multi\-device app ecosystems (Smart TVs, Mobile, Web). * Tooling Expertise: Deep familiarity with ticketing systems (Zendesk/Freshdesk), issue\-tracking platforms (Jira/Confluence), and basic network/API troubleshooting (DevTools, Postman). * Language: Portuguese Native , Professional English (C1\) ****Bonus Points (Nice to Have)**** * Familiarity with payment gateways and in\-app subscription management (Stripe, MercadoPago, Apple/Google IAP). * Background managing B2B2C support models for enterprise clients. ****Why Join Goose OTT \& BitKernel?**** * Be at the forefront of cloud video streaming technology powering millions of viewers worldwide. * Dynamic, collaborative, and hands\-on environment where your leadership directly impacts client satisfaction and platform stability. * Flexible working model with global exposure. 📩 ****Ready to shape the future of streaming?**** Apply now or send your CV directly to us! \#Hiring \#CustomerService \#TeamLead \#OTT \#Streaming \#VideoStreaming \#SaaS \#TechJobs \#JobOpportunity \#BitKernel \#GooseOTT \#RemoteJobs **Perks \& Benefits** * Career Development Opportunities: Access to learning resources, mentorship, and professional growth. * Collaborative Team Environment: Engage in team\-building activities and thrive in a creative, supportive workplace. * Great Work Environment: Work from our modern office, with flexibility to work from home on Fridays. * Comprehensive Benefits: Extensive health \& benefits plan, LTD \& Life Insurance. * Global Opportunities: Join a company with international reach and potential for future travel and team\-building abroad. * Pay Equity: We base pay on your experience, location, and internal equity to make sure everyone is compensated fairly and consistently.