Job Offer

Customer Support Engineer (Nuke)

Trisha Gentryby on Apr 2, 2018
Company
www.foundry.com
Location
Austin , United States
Contact Information
Job Category
3D
Job Type
Full Time
Career Level
Entry Level
Pay / Salary
Hourly
Education Required
Bachelor's Degree
Job Description
This position requires someone with customer support or similar customer liaison experience in a busy environment and/or Visual Effects experience and a passion for problem solving.

Our customers are industry leading artists and technical directors from companies like Walt Disney, Warner Bros, Sony, DreamWorks Google and Pixar, with whom you will be communicating directly to fix real post-production environment problems. You will also be coordinating with our internal engineering teams while troubleshooting and may be required to help the engineers provide on-site support for customers.

You should be a great teammate, have good time management skills, enjoy working in a dynamic, multitasking environment and be able to take instruction and direction from the Customer Support Manager.

This will be a very rewarding opportunity to work closely alongside customers and engineers that use our industry-leading software, within a high-energy, collaborative, fast paced, fun environment, where you will find it very difficult to get bored by the task at hand.

RESPONSIBILITIES:
• Analyze, test and troubleshoot support reports from customers
• Answer customer questions or reproduce bug reports for Nuke and/or our other Foundry products
• Provide solutions and investigate available workarounds or escalate tickets to support/ engineering as needed
• Report detailed and concise bugs or feature requests into a bug database when necessary
• Manage relations with customers, prioritize issues accurately and keep customers updated on the progress of any issues they have logged with us
• Recognize and escalate difficult technical issues with the Customer Support Manager
• Prioritize both time and ongoing projects and keep the Customer Support Manager updated on progress and deadlines
• Summarize a problem and solution for customers and build Knowledge Base articles for their reference
• Stay up-to-date with 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
• Stay up-to-date with 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

REQUIREMENTS:

• A degree in Visual Effects-related subject, or experience reflecting the requirements of the position
• Good technical skills in at least one of the following operating systems: Windows, Linux or Mac OSX
• Good technical skills in any of the following applications: Nuke, Mari, Modo and/or other 3D packages
• Excellent verbal/written English communication skills
• Ability to explain technical concepts to technical and non-technical customers and staff
• Excellent customer service skills including telephone manner
• Strong problem-solving and troubleshooting skills
• Ability to multitask and work with minimal supervision
• Highly self-motivated and a good team player
• High degree of attention to detail
• Well-organized with the ability to prioritize work based on plans and objectives
• Comfortable with shifting priorities and adapting to different environments
• Experience coordinating team tasks to provide exceptional product support
• Excellent organizational skills with the ability to prioritize work based on plans and objectives

DESIRED SKILLS.:
• 1+ year in a customer support or customer liaison related position.
• Experience working with a ticket database like Zendesk or similar
• Experience working as part of a remote team
• Experience coordinating team tasks to provide world-class product support
• Experience with licensing systems like RLM
• Experience logging bugs using systems like Target Process, Bugzilla, Jira or similar
• Salesforce CRM experience
• Quality assurance experience
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