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Global Technical Support Specialist

4 weeks ago

الجيزة, Egypt Pixelogic Media Partners, LLC Full time

In this role, you will become an expert on an area of the Pixelogic Product suite and grow knowledge overtime, especially our Platform/Toolset. You will work on customer-facing activities like troubleshooting and supporting them to optimize their use of Pixelogic platforms. You will act as an escalation point for critical technical issues. You will learn how our largest customers use Pixelogic tools on a day-to-day basis and you will become the voice of the customer to our Product and Development Teams. You will collaborate directly with not only our users but also with other internal teams such as Engineering, R&D, DevOps, and Security. You will develop technically and professionally with these internal connections and benefit from supplemental training on topics and opportunities such as tooling, project management, and personal development. You will focus on improving our Support processes, measurements, and beta new approaches/technologies. Additionally, you will act as a key member of our Support team and help onboard, grow, and cross train as the team grows.

In short, in this role you will support, document, teach, and be a point of escalation - working alongside many different team members to ensure the internal and external support experience, with Pixelogic, is world-class.

**Who You Are**:
You are the person always left looking for a solution when others have given up. You live for thinking through issues, finding novel solutions to tough problems, and improving process. You are the type of person that likes to take things apart and rebuild them to see how they work. You are smart, resourceful and charismatic. You communicate issues to engineers on a technical level yet speak clearly to customers. You are a self-starter and can easily motivate yourself when given a project or a task. While you may never have considered a role in technical support, you are excited by the idea of revolutionizing how a company resolves its customers' technical needs. While you may not have a technical background, you feel comfortable working to support users that are more technical and identifying the right resources to assist them and enhance your own knowledge and skills.

**Responsibilities**:

- Report directly to the Manager, Global Technical Support
- Work as part of the global technical support team, who will assist and contribute to the Pixelogic vision of Global Operations / Digital Supply Chain / Strategic Initiatives
- Act as an escalation point for key client and client vendor technical & training issues related to internal systems and platforms
- Balance long term goals and short-term priorities
- Manage dependencies, risks, and escalations
- Become an expert on proprietary Media Asset Management, Internal & 3rd Party platforms, and Digital Supply Chain orchestration system(s) and tools leveraged by Pixelogic Media
- Learn and obtain a deep understanding of how features of the proprietary Media Asset Management System, Internal & 3rd Party platforms, and supply chain orchestration features are delivering value to customers
- Abiding by Service Level Agreements to ensure prioritization of issues aligns with the urgency of the request
- Following escalation matrix to ensure alignment to Service Level Agreements and that issues are vetted to proper division of the support team
- Build and work with cross functional teams to ensure flow of communication across business stakeholders is clear, crisp, and concise
- Identify areas for improvement and streamlining of processes
- Ability to step in, roll up sleeves, and assist in multiple capacities, as needed

**Requirements**:

- Experience with Digital Asset Management and/or Media Asset Management Systems
- Experience in supporting organizational platforms
- Experience with SaaS platforms
- Ability to prioritize tasks and work independently
- Ability to collaborate with a global team and work towards a common goal
- Deep knowledge of the Digital Supply Chain as it pertains to Media and Entertainment
- Experience in event/incident/problem/change/project management leveraging JIRA, Confluence, Zendesk, or other project management/ticketing tools/platforms
- Knowledge of various file formats and codecs with a focus on video and audio
- Able to foster and build a collaborative working relationship with various stakeholders
- Knowledge of industry best practices
- Ability to balance multiple, and at times competing, priorities and dependencies with data-driven timelines
- Excellent communication skills to collaborate with teams, users, and customers, globally
- Strong analytical skills and a sense of ownership
- Intermediate understanding of the Software Development Life Cycle
- Agile and Waterfall methodology experience
- Ability to control the chaos even in the face of uncertainty
- Bachelor’s Degree in computer science, Business, or a related discipline
- 3-5 years Project Management experience
- 3-5 years Media and Entertainment Experience
- Excellent organ