Position Overview: Support Specialist
This role is a pivotal part of a customer-focused team dedicated to delivering exceptional service experiences. You will assist users working on complex, large-scale projects using cutting-edge hardware and software solutions. This position requires handling high-pressure scenarios and resolving time-sensitive technical challenges.
Location: UK, Austria, Germany
Key Responsibilities:
1. Provide effective solutions to critical customer issues and maintain clear communication throughout.
2. Respond promptly to customer inquiries via email, phone, and other channels, ensuring high-quality service delivery.
3. Prioritize and manage incoming support cases, escalating when necessary.
4. Contribute to a knowledge base by developing and sharing helpful articles for customers.
5. Collaborate with teams on high-profile projects that require specific features and integrations.
6. Support customers and internal teams through various communication tools to resolve technical issues across the product portfolio.
7. Assist with field support, system setups, and troubleshooting for software and hardware challenges.
8. Work with product development teams to report and track bugs or performance issues.
9. Participate in events, trade shows, and demonstrations by providing technical setup and support.
10. Actively engage in learning opportunities to expand expertise and improve support capabilities.
11. Maintain a rotational on-call schedule for occasional weekend support, compensated by additional time off.
Required Skills and Experience:
1. Proficiency with 3D rendering and design tools such as Blender or similar software.
2. Familiarity with video and networking systems used in creative and entertainment industries.
3. Hands-on experience with one or more media servers and their related technical knowledge (signal flow, codecs, video technologies).
4. Technical expertise in troubleshooting and problem resolution.
5. Background in a customer-facing role, demonstrating strong interpersonal and communication skills.
6. Experience with show control systems and their protocols, ideally basic scripting skills in LUA.
7. Experience with live events, theater, or installation-based projects.
Desired Attributes:
1. Very good verbal and written communication skills in English.
2. Strong problem-solving skills, with the ability to analyze and resolve complex technical issues.
3. Collaborative mindset, capable of working with diverse teams and sharing knowledge.
4. Adaptable to changing priorities, with a passion for continuous learning.
5. Attention to detail and organizational skills to document processes effectively.
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