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.
Job 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
Job 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
- 25 days holiday + bank holidays
- Health cash plan & Medical Insurance
- Season ticket loan
- Company’s social events
- Personal Annual Development Time
- Passion Days
- Anniversary Day off
THE COMPANY.
Foundry has a 30-year heritage in developing creative software for the Media and Entertainment industry. Its portfolio of award-winning products solves complex visualization challenges to turn incredible ideas into reality.
Working with creative leaders around the globe, Foundry products are used to create breathtaking visual effects and animation and have been integral in the making of every VFX Academy Award-winning film since 2007.
For more information visit www.foundry.com.
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Customer Support Engineer employer: FOUNDRY
At Foundry, we pride ourselves on being an exceptional employer that champions inclusivity and personal growth. Our dynamic work culture fosters collaboration and innovation, allowing Inside Sales Representatives to thrive in a supportive environment while driving significant revenue growth. With hybrid working options, generous holiday allowances, and dedicated personal development time, we empower our employees to excel both professionally and personally in the vibrant tech landscape of visual experience.
