Support Engineer – Stockholm, Sweden

You will be working from our Stockholm headquarters (currently due to COVID-19 the role allows for remote working) with a focus on helping our end users get the most out of our platform and services.

As a valued member of the team, you will work alongside bright and passionate colleagues to manage incoming questions and create the best customer experience possible. We offer an international working environment that opens up for career growth.

In this crucial role for ftrack, the ideal candidate will have a customer centric approach to end-user support, quality assurance, and the development of support processes. Replicating issues to troubleshoot should be second nature with a devotion to contributing towards training and documentation material. This is a newly created role for a bright and enthusiastic individual preferably located in London or Stockholm.

This role will report directly to the CTO and has career progression opportunities into other roles and departments.

What you’ll do

  • Solve support related issues by reproducing and troubleshooting alongside Product Support Specialists to maintain a high level of customer satisfaction.
  • Gain a deep understanding of the ftrack platform to aid with troubleshooting issues.
  • Contribute to the development of the ftrack platform by testing and verifying feature implementations.
  • Contribute to the creation and maintenance of help guides and videos to expand our knowledge base.
  • Provide on-site and remote support as required.
  • Join the ftrack support team taking part in dailies, planning meetings etc.
  • Consolidate customer feedback to the development team to better understand customer needs.
  • Continuously improve our internal processes by collaborating with other ftrack teams.

Who you are

  • You’re a natural problem solver and you gain energy by helping people
  • Friendly and approachable personality
  • Minimum of 2-5 years’ experience from support or similar
  • Ability to travel to client facilities, trade shows, and user groups
  • Capable of prioritizing and responding to queries in a timely manner
  • Ability to work independently and collaboratively with distributed teams
  • Based in Stockholm or London

You might also have

  • Experience and knowledge of using Intercom and Zendesk, as well as other ticketing systems such as Jira.
  • It’s a plus if you have working experience in post-production relating to CG or VFX with strong knowledge of 2D and 3D workflows.
  • You enjoy speaking to an audience.
  • Working knowledge of ftrack or other task tracking applications in a production environment.
  • Knowledge of support tools and internal communication tools, Slack, G Suite, Zendesk, Salesforce, Recurly, GigHub, Atlassian tools, PagerDuty, etc.
  • Knowledge of high-end creative software: 3ds Max, Maya, Nuke, Cinema 4D, Houdini, Unreal Engine, Unity, etc.
  • Exposure to working for a software company or production studio.
  • Interest in Agile methodologies.

If you would like to apply for this role, please send an email to [email protected] with your CV, salary expectations and notice period with the subject line “Technical Support engineer”

About ftrack 
ftrack is the creator of Academy Award-winning project management platform ftrack Studio, the Academy Award- and Emmy-winning desktop media review platform cineSync, and the browser-based media review platform ftrack Review.

ftrack aims to make creative project management and media approval simple, efficient, and collaborative. In the creative industry, admin should be secondary to creativity, and individuals should always feel happy and productive in their work. ftrack enables this by replacing thousands of emails and confusing spreadsheets with easily accessible, aesthetically designed interfaces that make it easy to securely collaborate with anyone, anywhere in the world.

ftrack’s clients regularly win prestigious awards for the high level of quality they produce across blockbuster films, triple-A games, eye-catching advertising campaigns, and stunning animations. ftrack’s scalable production tracking and pipeline solutions help such creative teams to meet the ever-increasing demands of production, spend less time on admin, and focus on what really matters: making stunning work.

Job details

Location
Stockholm, Sweden

Department
Support

Job type
Full-time