Platform Support Engineer: Customer-Driven Troubleshooter

Pixelogic Media Partners, LLC; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Pixelogic Media Partners, LLC in Cape Town seeks a proactive Technical Support Specialist who will become an expert on Pixelogic Platform/Toolset, troubleshoot customer issues, document workflows, and serve as an escalation point for critical technical problems.

You will learn how major customers use our tools and act as the voice of the customer to Product and Development teams, collaborating with Engineering, R&D, DevOps and Security.

Qualifications

• Bachelor’s degree in computer science, business, or related discipline is required.
• 3–5 years of project management experience or equivalent responsibilities.
• 3–5 years in media and entertainment, with exposure to digital supply chains.
• 3–5 years in an application/platform support role or similar environment.

Responsibilities

• Report directly to the Manager, Global Technical Support and support global tools.
• Act as escalation point for client technical issues and train others as needed.
• Collaborate with engineering, R&D, DevOps and security to resolve problems.
• Document processes, improve support workflows, and maintain SLAs.
• Balance long-term goals with short-term priorities and manage dependencies.

Skills

Communication

Analytical skills

Collaboration

Self-starter

Team player

Education

Bachelor's Degree in CS or related field

Tools

JIRA

Confluence

Zendesk

Job description

Pixelogic Media Partners, LLC in Cape Town seeks a proactive Technical Support Specialist who will become an expert on Pixelogic Platform/Toolset, troubleshoot customer issues, document workflows, and serve as an escalation point for critical technical problems.

You will learn how major customers use our tools and act as the voice of the customer to Product and Development teams, collaborating with Engineering, R&D, DevOps and Security.