Customer Support Specialist

At Backlight, our vision is to dramatically improve every stage of the video and entertainment content lifecycle from creation through monetization. We’re redefining media management, helping some of the world’s largest brands such as Netflix, NBA and Spotify, discover and create compelling stories without barriers. Join us in our mission and be part of a dynamic team that’s shaping the future of media management. 

Backlight’s Customer Support team is looking for a Customer Support Specialist to provide the most efficient and positive support experience for our customers. They serve as the first point of contact for customers when reaching out to Support. Support Specialists are Backlight product experts that focus on the intake and triage of support inquiries, providing guidance through documentation, troubleshooting and resolving product-related issues, and escalating complex technical issues Tier 2 & 3 support teams. We welcome UK based candidates. 

What you’ll do:

• Provide timely, helpful support to Backlight customers as the first point of contact on the support team
• To offer timezone-based support for Tier 1 issues, swiftly managing escalations and maintaining clear communication with internal and external teams.
• Document, troubleshoot, and resolve product-related support requests
• Effectively manage an incoming ticket queue along with your ticket assignment queue, providing updates on open tickets to customers
• Develop product expertise by partnering closely with Tier 2 support, Engineering, and Product teams to troubleshoot and escalate complex technical issues
• Identify and record documentation improvement opportunities through support requests where documentation is insufficient or missing
• Drive continuous improvements to hit target metrics such as CSAT time to resolution, SLAs, etc.

Skills & knowledge you should possess:

• Understanding of SaaS software and relevant technologies
• Interest in and ability to learn new technical concepts
• Experience in documentation methodologies
• Experience using a support-desk software (Zendesk a plus)
• Comfortable with terminal and CLI tools
• Basic understanding of HTML, APIs, programming and scripting
• You’re comfortable with and excel working autonomously
• You work with a sense of urgency, understanding our customers critical workflows
• Passion for engaging with customers and a desire to help them succeed
• Previous experience with streaming technologies a plus