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Customer Support Engineer

London, UK


Up to £35,000

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The company is a world-leading innovator of visual effects and image processing technologies that boost productivity in motion picture and video post-production. They are an award-winning, exciting, entrepreneurial, dynamic, small company with big plans. They continue to move from strength to strength and are looking to grow their team of bright, capable, hard-working, and fun experts.

The Role:

This position requires someone with customer support or similar customer liaison experience in a small but busy environment.  You will need to have experience of taking customer calls and emails following internal procedures and protocols.  You will need to be a team player and be able to take instruction and direction from the Senior Customer Support Engineer.

Duties & Responsibilities:

  • Solve customer licensing issues and general support tickets.
  • Test and troubleshoot customer issues and provide solutions, workarounds or escalation to support/engineering if needed. 
  • Proactively stay up-to-date with new technologies that affect the company’s products.
  • Prioritise issues and keep customers up-to-date on the progress of any issues they have logged with us.
  • Recognise and escalate difficult technical issues with the Senior Customer Support Engineer.
  • Stay up-to-date on all the company’s products and host systems to which The company’s products are presently supported.
  • Prioritise both time and projects and keep the Senior Customer Support Engineer up-to-date on progress and deadlines.
  • Create FAQ articles.
  • Any other ad hoc duties as required.

Required Skills:

  • Excellent Written and Verbal English
  • Excellent customer service skills and telephone manner.
  • Good technical skills in at least one of the following operating systems; Windows, Linux or Mac OSX.
  • Well organised with the ability to prioritize, multi-task and work with minimal supervision.
  • A keen interest in Visual Effects.
  • Ability to take on special projects when requested.
  • Highly self motivated and a good team player.

Desired Skills:

  •  A  degree in Maths/Physics/Computer Science or similar numerate subject or experience reflecting the requirements of the position.
  • 1-2 + years in a Customer Support or Customer Liaison position.
  • Good technical skills in any of the following applications; Final Cut Pro, Avid DS, Nuke, Adobe After Effects, Autodesk FFFIS, Shake and/or Fusion.
  • Experience working with the OTRS ticketing system or similar.
  • Salesforce CRM experience.
  • Experience with FLEXlm and/or RLM licensing.
  • Experience of python and/or C++ programming languages
  • Experience with logging bugs using Bugzilla or similar system.

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