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
