Job Description

• Work with Artists and software developers globally, providing prompt front-line technical support for all newly submitted tickets
• Identify and provide solutions to problems reported by users to resolve their issues, working with development team(s) to investigate and escalate issues when applicable
• Serve as a liaison between the artist and development team(s) to effectively convey and prioritize customer requests and concerns
• Develop and maintain the support teams playbook, documentation and customer knowledge base
• Work in 24X7 support environment in shifts.
• Can be Individual contributors during weekends and crucial times
• Bring in real time Production Support experiences to motivate the team
• Mentor team in following defined processes and share benefits of following.
• Bring the balance in Shift allocations by working with combination of seniors/juniors in the team.
• Play in front line for taking up unexplored and new types of issues as needed.
• Share constructive feedback with Seniors/Leads for repetitive issues.
• Experience working in software service or support team
• Experience interacting and communicating directly to customers globally
• Expertise in Python, and shell scripting
• Have experience with one or more of the following issue tracking software and workflows (Jira, Service Desk, Service Now, Zendesk, RT) Knowledge of SDLC, ITIL, and ITSM processes.
• Experience in kubernetes and Dockers
• Strong Experience with Unix/Linux operating system and developing on this platform.
• Experience in working high demand environment.

Desired Additional Skills

• Working Experience in applications built on C , Java, or Perl
• Experience with databases, such as Oracle, MySQL, or PostgreSQL. Experience supporting both terminal and GUI applications
• Knowledge of one or more VFX applications - Maya, Katana, Houdini, or Nuke Knowledge of VFX production workflows

Personal Attributes

• Positive attitude towards learning
• Highly committed and able to work independently and as a team
• Extremely organized with excellent communication and documentation skills Excellent attention to detail, and ability to analyze complex problems and workflows Deadline orientated and ability to prioritize tasks in a fast-paced environment

Skills Required: Unix, Linux