Customer Support Engineer
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and resolve bugs in our software. You will also investigate problems and troubleshoot in production environments, sometimes dealing with urgent issues. Our customers’ websites interact with multiple third party components and you will be required to diagnose network or configuration issues. You will also work proactively to identify and implement monitoring or other tooling to improve the supportability of our software.
You will work closely with other teams within the Boxoffice Company. You will sometimes work directly with clients to troubleshoot issues. As our software evolves, you will learn to work with new technologies. Our team is expanding and you will have the opportunity to move to new roles, along with room for professional improvement.
Key Responsibilities:
- Take ownership of customer issues reported and see problems through to resolution . this includes
- 1- Investigate and identify solutions to resolve customer issues
- 2- Propose solutions to the issue
- 3- Code a fix, if the issue is software related via collaboration with our teams.
- 4- Test and document the issue for knowledge sharing and building.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Participate in the out of hours support rota to cover support overnight and at weekends
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues with respect to the severity.
Desirable Experience:
- Experience with .NET or .NET Core
- Experience with React
- Experience with Azure
- Work experience in enterprise technical support, IT support or as a technical engineer
- Strong problem-solving skills
- Excellent written and verbal communication skills with both internal and external stakeholders
- Team player
- Good time-management skills
The Boxoffice Company
The Boxoffice Company is the world’s #1 provider of technology and data for the global film industry. The Hollywood-based company partners with leading search and discovery platforms, as well as studios and exhibitors of all sizes to help them connect directly with moviegoers and fans, using the latest innovations in ticketing, business intelligence, and digital marketing. The Boxoffice Company offers a collection of premium products including websites, mobile applications, CRM, and online ticketing solutions for thousands of exhibitors worldwide, generating over half a billion dollars in box office revenue in 2018. Over 90% of internet audiences searching for movie showtimes and listings are exposed to data powered by The Boxoffice Company. Uniquely positioned at the heart of the entertainment industry, The Boxoffice Company also published Boxoffice Pro magazine, the world’s leading source of business information for film professionals.
Part of the Paris-based Webedia Group, The Boxoffice Company is headquartered in Los Angeles with offices in New York, Mexico, Brazil, France, UK, Canada, Spain and Germany.
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The Boxoffice Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics.