As Support Engineer you’ll work with a team of customer obsessed support specialists to ensure customers receive technically accurate, timely and consistent responses to their queries. We expect you to be a team player, have good time management skills, thrive in a fast-paced environment, have an analytical mindset to help diagnose issues and be able to take direction when required.

Responsibilities

• Working from a queue of customer support tickets to resolve customer issues
• Managing relations with customers, prioritizing issues accurately and keeping customers up to
date on the progress of any tickets they have logged with us
• Analysing logs and systems to identify the root cause of an issue
• Escalating issues to relevant teams as required
• Handling sensitive tickets escalated from other teams. eg, Sales
• Using positive language throughout all communications with customers, creating a positive customer experience.
• Following defined team processes
• Representing Support at customer meetings to troubleshoot issues
• Responsible for open tickets ensuring that SLAs and customer satisfaction targets are met
• May be responsible for queue management for chosen product(s) ensuring that SLAs and customer satisfaction targets are met
• Reviewing and actioning reports where relevant
• Summarizing a problem and solution to customers or creating a Knowledge Base article where required
• Staying up to date on all Foundry products and operating systems on which Foundry products are supported, and any new technologies that affect Foundry products and the VFX industry

Requirements

• Experience working in a team of support engineers to provide world class product support
• A degree in Visual Effects related subject or Computer Science/Maths/Physics, or equivalent practical experience in a customer service role
• Familiar with at least one of the following operating systems: Windows, Linux or macOS
• Excellent communication and Written/Verbal English skills
• Excellent organizational skills with the ability to prioritize work based on plans and objectives
• Ability to take on tasks when requested and complete them within the expected deadlines and with minimal supervision
• Strong problem solving and troubleshooting skills
• Ability to explain technical concepts to technical and non-technical customers and staff
• High degree of attention to detail
• Highly self-motivated and a good team player

Benefits

• 25 days holiday + bank holidays
• Pension scheme & Life Assurance
• Health cash plan & Medical Insurance
• Season ticket loan
• Company’s social events
• Personal Annual Development Time
• Passion Days
• Anniversary Day off