Technical Support Engineer

Summary

Join Backlight’s Customer Support team as a Technical Support Engineer to enhance the value of Backlight products for global customers. Leveraging your creative or video technology and software background, you will serve as a Tier 2 support team member, handling complex technical issues. Collaborate with cross-functional teams to improve support processes and customer experience. You will act as a technical advisor to Customer Support Specialists, troubleshooting and resolving escalated issues. Your responsibilities include advocating for customers, developing internal support tools, and maintaining expert product knowledge. You will be the first point of escalation for bugs, investigating and debugging before determining if Level 3 support is needed.

Requirements

• 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

Responsibilities

• 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