Technical Support Engineer

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 d

• oServe as a Tier 2 support team member providing support to Backlight customers by researching, analyzing, and diagnosing complex technical issue
• sCollaborate with CX, Engineering, and Product team leadership to proactively enhance support processes, resources, and customer experienc
• eWork closely with Customer Support Specialists as a technical advisor to troubleshoot, resolve escalated issues, and contribute support-driven code fixes to the produc
• tAdvocate for customers and support agents by researching, identifying, and addressing product friction and reliability concern
• sDevelop and maintain internal tools to support operations, field teams, and enhance support efficienc
• yMaintain expert knowledge of Backlight products and service
• sFirst bug escalation point for support, investigates and debugs issues before determining if Level 3 (engineering) support is required

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Skills & knowledge you should posse

• ssExtensive knowledge of terminal and CLI tools, HTML, APIs, programming and scripti
• ngExperience in Python, React, Java scripting/programming languag
• esKnowledge of SQL / relational databas
• esExperience using build and deployment tools such as Jenkins & Dock
• erLinux and basic networking knowled
• geExperience with Cloud Technologies Cloud (AWS, GC
• P)Previous experience with streaming, VFX and/or Animation production workflows and content creation pipelin