Customer Support Engineer

We are a global company with a mission to advance the art and technology of visual experience. We know that creating an inclusive environment that values and encourages different perspectives is critical for our success, and the success of our people. We are learning, listening, and taking action to be better and foster trust in our community. Our goal is to ensure every person working at Foundry feels safe and free to be themselves, to share their ideas or concerns and that there is equal access to opportunities for all.

The Role

As a 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, enjoy working in a fast-paced environment, and be able to take direction when required.

The Responsibilities

• Works from a queue of customer support tickets to resolve customer issues.
• Manage relations with customers, prioritize issues accurately, and keep customers up to
date on the progress of any issues they have logged with us 
• Escalates complex issues to the relevant team as required
• Handling sensitive tickets escalated from other teams. e.g. Sales
• Uses positive language throughout all communications with customers, creating a positive customer experience
• Follows defined team processes
• Represent Support at customer meetings to troubleshoot issues
• Responsible for assigned tickets ensuring that SLAs and customer satisfaction targets are met
• May be responsible for queue management for the chosen product(s) ensuring that SLAs and customer satisfaction targets are met
• Reviews and action reports where relevant
• Summarize a problem and solution to customers or create a Knowledge Base article where required
• Stay 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

Requirements

• Experience working in a team of Support Engineers to provide world-class product support
• Prior customer service experience relevant to the role or a degree in Visual Effects related subject or Computer Science/Maths/Physics
• 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

Benefits

• Health Plan and Health Savings Account
• 401k plan
• Dental/Vision plans
• 'DIY' public holidays
• Anniversary day off
• Flexible working
• Learning & development plans

The Company

Foundry develops creative software for the digital design, media and entertainment industries. With a 20-year heritage and a portfolio of award-winning products, Foundry advances the art and technology of visual experience in partnership with creative leaders around the globe.

Clients and partners include major feature film studios and post-production houses such as Pixar, ILM, MPC, Walt Disney Animation, Weta Digital, DNEG, and Framestore as well as automotive, footwear, apparel and technology companies such as Mercedes, New Balance, Adidas and Google. Foundry partners with these companies to solve complex visualization challenges to turn incredible ideas into reality.

The company’s products are used to create breathtaking visual effects sequences on a wide range of feature films, video-on-demand, television and commercials. Foundry software was integral in the making of every VFX Oscar-winning film, award-winning TV shows and commercials for more than a decade.

Founded in 1996, Foundry is headquartered in London, with 300 staff and a presence in the US, China, Japan, Australia and Europe. In 2015, the London Stock Exchange named Foundry one of the “1000 Companies to Inspire Britain.” It regularly features in The Sunday Times’ Tech Track as one of Britain’s fastest-growing private technology companies.