Support Specialist
3 days ago Be among the first 25 applicants
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:
* Provide effective solutions to critical customer issues and maintain clear communication throughout.
* Respond promptly to customer inquiries via email, phone, and other channels, ensuring high-quality service delivery.
* Prioritize and manage incoming support cases, escalating when necessary.
* Contribute to a knowledge base by developing and sharing helpful articles for customers.
* Collaborate with teams on high-profile projects that require specific features and integrations.
* Support customers and internal teams through various communication tools to resolve technical issues across the product portfolio.
* Assist with field support, system setups, and troubleshooting for software and hardware challenges.
* Work with product development teams to report and track bugs or performance issues.
* Participate in events, trade shows, and demonstrations by providing technical setup and support.
* Actively engage in learning opportunities to expand expertise and improve support capabilities.
* Maintain a rotational on-call schedule for occasional weekend support, compensated by additional time off.
Required Skills and Experience:
* Proficiency with 3D rendering and design tools such as Blender or similar software.
* Familiarity with video and networking systems used in creative and entertainment industries.
* Hands-on experience with one or more media servers and their related technical knowledge (signal flow, codecs, video technologies).
* Technical expertise in troubleshooting and problem resolution.
* Background in a customer-facing role, demonstrating strong interpersonal and communication skills.
* Experience with show control systems and their protocols, ideally basic scripting skills in LUA.
* Experience with live events, theater, or installation-based projects.
Desired Attributes:
* Very good verbal and written communication skills in English.
* Strong problem-solving skills, with the ability to analyze and resolve complex technical issues.
* Collaborative mindset, capable of working with diverse teams and sharing knowledge.
* Adaptable to changing priorities, with a passion for continuous learning.
* Attention to detail and organizational skills to document processes effectively.
Seniority level
Entry level
Employment type
Full-time
Industries
Audio and Video Equipment Manufacturing
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