Application Experience Specialist gesucht in Berlin

You are a guardian of the Zattoo IPTV platform. At Zattoo, we make streaming easy, and your job is to ensure that stays true even as our technology evolves. As an Application Experience Specialist, you sit at the intersection of technical defect management and user experience optimization.

You don't just ask, "Is the system up?" you ask, "Is it working well for the user?" You will spend your time investigating bugs, recreating friction points, and translating user struggles into actionable Friction Reports for our Product Managers. Whether supporting our D2C users or ensuring a smooth launch for our new TVaaS B2B partners, you ensure that when a user hits "Play," the experience is seamless., * Identify and diagnose bugs across our IPTV platform. You will deep-dive into issues to find the root cause, specify clear recreation steps, and describe actual vs. expected behavior.

• Use our suite of tools including Kibana, Grafana, New Relic, Sentry, and in-house monitoring/config solutions to trace issues through the stack, from the client app to the backend.
• Leverage AI-driven detection and log-parsing tools to accelerate the identification of patterns in system failures, reducing the "Time to Diagnosis" for complex defects.
• Act as a bridge for our Client Success Management and D2C Support teams, turning vague user symptoms into detailed technical diagnoses.
• Test and verify critical bug fixes and release candidates via tools such as AppCentre to ensure "streaming stays easy" for every update., * Support the rollout of our React Native universal app, ensuring a high-quality, consistent experience across Web, Mobile, and TV platforms.
• Act as the experience gatekeeper for new B2B partner launches, ensuring that critical user-facing issues are resolved.
• Analyze end-to-end user journeys, specifically the step-by-step flows, to identify exactly where friction occurs in the user experience.
• Work closely with Product Managers to influence the roadmap based on user pain points, ensuring that issues are prioritized alongside technical fixes.
• Review logs and session data to identify where users get "stuck." You will help us scope and implement modern tools to better visualize user behaviour.
• Propose UI/UX tweaks and logic changes that proactively improve the app's "feel" and reduce the overall volume of support tickets., * We're developing: Your own development budget, German classes and Zattoo all-company hack days
• **We're inclusive: '**Zattooies' are a fun, engaged, and diverse team made up of 47 nationalities
• We're healthy: Health checks, mental wellbeing support, team sports and more!
• We're responsible: We are carbon neutral, an active employee Green team, discounted BVG tickets and free bike rentals
• We're sociable: A calendar of events with fireside chats, lunches, in-house bar, BBQ's, monthly socials, summer party and an annual off-site event

• 2+ years of previous experience in a technical support, customer support or application support role
• Knowledge of HLS/DASH manifest files, adaptive bitrate streaming, and video delivery pipelines
• Understanding of APIs, DNS, load balancers, CDN architecture, and HTTP status codes
• Excellent written and verbal communication skills in both German and English.
• The ability to articulate complex technical information clearly to diverse audiences.
• Familiarity with monitoring tools: Kibana, Grafana, New Relic, or similar
• Urgency and ownership when services impact real-time user experiences
• Curiosity to investigate beyond symptoms to identify true root causes and to understand why systems fail

Bonus:

• Exposure to React Native debugging tools (Reactotron, Chrome DevTools, Redux DevTools)
• Familiarity with cross-platform TV app development across Android TV, Fire TV, Apple TV, Web TV

• Reward: strong market competitive salary
• Recharge: 30 days vacation plus public holidays
• Regulate:trust based flexible working hours and the option for remote work worldwide for up to 8 weeks per year

Back in 2005, we pioneered Europe's first TV streaming service. Today, we're the world's first certified climate neutral TV streaming provider. Several million users across three countries. Over 230 colleagues of 47 nationalities. We're the grown-up start-up, helping to shape a better future since day one. That hasn't changed, even if the world has. We're friendly, international, inclusive - and our people say we're reliable and transparent, too. It's why they trust us and believe in what we do.