Customer Support Engineer, licensing jobs in United States
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Foundry · 19 hours ago

Customer Support Engineer, licensing

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level

Foundry is a global company focused on advancing visual experience technology. They are seeking a Customer Support Engineer to work with a team of specialists to provide accurate and timely responses to customer queries while managing support tickets and ensuring customer satisfaction.

3D PrintingSoftware
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Work & Life Balance
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H1B Sponsor Likelynote

Responsibilities

Works from a queue of customer support tickets to resolve customer issues
Manage relations with customers, prioritize issues accurately and keep customers up to date on the progress of any issues they have logged with us
Escalates complex issues to relevant team as required
Handling sensitive tickets escalated from other teams. eg, Sales
Uses positive language throughout all communications with customers, creating a positive customer experience
Follows defined team processes
Represents Support at customer meetings to troubleshoot issues
Responsible for assigned tickets ensuring that SLAs and customer satisfaction targets are met
May be responsible for queue management for chosen product(s) ensuring that SLAs and customer satisfaction targets are met
Reviews and actions reports where relevant
Summarize a problem and solution to customers or to create a Knowledge Base article where required
Stay up to date on all Foundry products and operating systems on which Foundry products are supported, and any new technologies that affect Foundry products and the VFX industry

Qualification

Customer service experienceProblem solving skillsTechnical communicationOperating systems knowledgeOrganizational skillsTeam playerAttention to detailSelf-motivatedTime management

Required

Experience working in a team of support engineers to provide world class product support
Prior customer service experience relevant to the role or a degree in Visual Effects related subject or Computer Science/Maths/Physics
Familiar with at least one of the following operating systems: Windows, Linux or macOS
Excellent communication and Written/Verbal English skills
Excellent organizational skills with the ability to prioritize work based on plans and objectives
Ability to take on tasks when requested and complete them within the expected deadlines and with minimal supervision
Strong problem solving and troubleshooting skills
Ability to explain technical concepts to technical and non-technical customers and staff
High degree of attention to detail
Highly self-motivated and a good team player

Benefits

Health Savings Account & 401K Plan
Medical, Dental and Vision plans
Bonus scheme
Season ticket loan
Company’s remote social events
Anniversary day off
Passion Days
Flexible working
Annual personal learning & development time

Company

Foundry

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Foundry develops creative software for the Digital Design, Media and Entertainment industries.
dateFounded in 1996
location
London, England, GBR
people-size201-500 employees
web-link
http://foundry.com/

H1B Sponsorship

Foundry has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)

Funding

Current Stage
Growth Stage
Total Funding
unknown
Key Investors
The Carlyle Group
2019-03-19Acquired
2011-03-14Private Equity
2009-01-01Series Unknown

Leadership Team

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Jody Madden
CEO
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Recent News

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Company data provided by crunchbase