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 do

• 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.

Skills & knowledge you should possess

• 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