Offer summary

Qualifications:

Background in creative or video technologies and software., Extensive knowledge of terminal and CLI tools, HTML, APIs, and programming languages like Python and React., Experience with SQL, relational databases, and cloud technologies such as AWS or GCP., Familiarity with build and deployment tools like Jenkins and Docker, along with basic networking knowledge..

Key responsibilities:

Provide Tier 2 support by diagnosing and resolving complex technical issues for customers.

Collaborate with cross-functional teams to enhance support processes and customer experience.

Act as a technical advisor to Customer Support Specialists for troubleshooting escalated issues.

Develop and maintain internal tools to improve support operations and efficiency.

Job description

Backlight’s Customer Support team is looking for a Technical Support Engineer to help boost the value delivered by Backlight products to our customers, all over the world. The ideal candidate would have a background in creative or video technologies and software, whether it was in supporting production teams or participating as a member of the teams themselves. You will serve as a member of our Customer Support team, fielding requests that require a deeper understanding of our products and the ways our customers work with our products.

What you’ll do

Serve as a Tier 2 support team member providing support to Backlight customers by researching, analyzing, and diagnosing complex technical issues
Collaborate with CX, Engineering, and Product team leadership to proactively enhance support processes, resources, and customer experience
Work closely with Customer Support Specialists as a technical advisor to troubleshoot, resolve escalated issues, and contribute support-driven code fixes to the product
Advocate for customers and support agents by researching, identifying, and addressing product friction and reliability concerns
Develop and maintain internal tools to support operations, field teams, and enhance support efficiency
Maintain expert knowledge of Backlight products and services
First bug escalation point for support, investigates and debugs issues before determining if Level 3 (engineering) support is required.

Skills & knowledge you should possess

Extensive knowledge of terminal and CLI tools, HTML, APIs, programming and scripting
Experience in Python, React, Java scripting/programming languages
Knowledge of SQL / relational databases
Experience using build and deployment tools such as Jenkins & Docker
Linux and basic networking knowledge
Experience with Cloud Technologies Cloud (AWS, GCP)
Previous experience with streaming, VFX and/or Animation production workflows and content creation pipelines

Required profile