Customer Support Engineer

Summary about this job

Detail information about job Customer Support Engineer. Terms and conditions vacancy

About the business

Foundry designs creative software technologies used to deliver award-winning visual effects and 3D content for the design, visualisation and entertainment industries. The software advances the art and technology of visual experience in partnership with creative leaders across the globe. It enables clients like Pixar, Mercedes-Benz, ILM, Weta Digital, The Moving Picture Company, Google, Sony to turn incredible ideas into reality by solving complex creative challenges. 

The London Stock Exchange named Foundry one of its "1000 Companies to Inspire Britain." It regularly features in The Sunday Times' Tech Track as one of Britain's fastest-growing private technology companies, most recently in 2016 when it also won the Excellence in Service Award at the International Track 200 awards. Every single film nominated for the Academy Award for Best Visual Effects in the last five years was made using Foundry's software.

About the role

This position requires someone with customer support or similar customer liaison experience in a busy environment and a passion for problem solving.

Our customers are industry leading artists and technical directors from companies like Walt Disney, Warner Bros, Sony, Dreamworks and Pixar, with whom you will be communicating directly to troubleshoot real post-production environment problems

We expect you to be a good team player, have good time management skills, enjoy working in a fast paced multitasking environment and be able to take instruction and direction from the Customer Support Manager.

This will be a very rewarding opportunity to work alongside customers and engineers that use our industry-leading software, within a very dynamic, collaborative and fast paced fun environment, where you will never find it easy to get bored by the task at hand.

RESPONSIBILITY.

• Prioritise incoming issues and provide a first line of Support to customers
• Solve customer licensing issues and work on general support tickets
• Analyse, test and troubleshoot support requests from customers
• Answer customer questions and help investigate reports for Nuke or our other Foundry products
• Provide solutions and investigate available workarounds or escalate tickets to support/engineering as needed
• Prioritise issues accurately and keep customers up to date on the progress of any issues they have logged with us
• Recognise and escalate difficult issues to the Senior Customer Support Engineer and the Customer Support Manager
• Prioritise both time and ongoing projects and keep the Customer Support Manager up to date on progress and deadlines
• Summarise a problem and solution to customers and create Knowledge Base articles
• Be passionate about Visual Effects and Foundry products
• Stay up to date on all Foundry products and host systems to which Foundry products are presently supported
• Proactively stay up to date with new technologies that affect Foundry products and the Visual Effects industry
• Any other ad hoc duties as required

Benefits and perks

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Skills and experience

• Experience in a Customer Support or Customer Liaison related position
• Excellent communication and Written/Verbal English skills
• Excellent customer service skills including telephone manner
• Good problem solving and troubleshooting skills
• Technical skills in at least one of the following operating systems: Windows, Linux or Mac OSX
• Ability to explain technical concepts to technical and non technical customers and staff
• Well organised with the ability to prioritize, multi-task and work with minimal supervision
• Comfortable with shifting priorities
• Ability to multitask and work with minimal supervision
• High degree of attention to detail
• Highly self motivated and a good team player
• Ability to take on special projects when requested
• Sociable and adaptable in different environments

Beneficial:

• Experience of working with a ticketing system like Zendesk or similar
• Experience with licensing systems like RLM
• Experience logging bugs using systems like Target Process, Bugzilla or similar
• Salesforce CRM experience
• Experience working as part of a remote team
• A degree or course in a Visual Effects related subject, or experience reflecting the requirements of the position.
• Basic skills in any of the following applications: Nuke, Autodesk Maya, Mari, Modo and/or other 3D packages