Platform Support Engineer - Escalation & Customer Advocate

Pixelogic Media Partners, LLC; Cape Town; Presencial; ZAR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Pixelogic Media Partners, LLC is seeking a dynamic professional to become an expert on our Platform/Toolset and support its usage across global customers. You will troubleshoot, document, and teach while acting as escalation for critical technical issues within a cross-functional team including Engineering, R&D, DevOps, and Security.

You will focus on improving support processes, measurements, and beta approaches to deliver world-class service.

Formación

• Bachelor’s degree in computer science, business, or related discipline.
• 3-5 years project management experience.
• 3-5 years media and entertainment experience.
• Experience with Digital Asset Management and/or Media Asset Management Systems.
• Experience with SaaS platforms.
• 3-5 years in an application/platform support role.
• Excellent communication and problem-solving skills.
• Strong documentation and stakeholder management.

Responsabilidades

• Report directly to the Manager, Global Technical Support.
• Work with a collaborative team to support global tools and applications leveraged by Pixelogic Media.
• Act as an escalation point for client and client vendor technical & training issues.
• Balance long term goals and short-term priorities.
• Manage dependencies, risks, and escalations.
• Become an expert on proprietary Media Asset Management, Internal & 3rd Party platforms, and Digital Supply Chain orchestration system(s) and tools leveraged by Pixelogic Media.
• Learn and obtain a deep understanding of how features of the proprietary Media Asset Management System, Internal & 3rd Party platforms, and supply chain orchestration features are delivering value to customers.
• Abiding by Service Level Agreements to ensure prioritization of issues aligns with the urgency of the request.
• Following escalation matrix to ensure alignment to Service Level Agreements and that issues are vetted to proper division of the support team.
• Ability to collaborate with subject matter experts, across the supply chain, to understand, document, and drive business requirements and success.
• Build and work with cross functional teams to ensure flow of communication across business stakeholders is clear, crisp, and concise.
• Identify areas for improvement and streamlining of processes.
• Ability to step in, roll up sleeves, and assist in multiple capacities, as needed.

Conocimientos

DAM/MAM systems

Project management

SaaS platforms

Cross-functional

Educación

Bachelor’s Degree in computer science, business, or related discipline

Herramientas

JIRA

Confluence

Zendesk

Descripción del empleo

Pixelogic Media Partners, LLC is seeking a dynamic professional to become an expert on our Platform/Toolset and support its usage across global customers. You will troubleshoot, document, and teach while acting as escalation for critical technical issues within a cross-functional team including Engineering, R&D, DevOps, and Security.

You will focus on improving support processes, measurements, and beta approaches to deliver world-class service.