Job Description

Pixotope is an international technology company dedicated to developing and offering software-based virtual production solutions for rapidly creating virtual studios, augmented reality (AR) and Extended reality (XR) and Mixed reality (MR). Leveraging the full power of the Unreal render engine, through a single user interface designed to allow connection with partner technologies and external data sources, Pixotope empowers content creators and broadcasters to produce better in class Mixed Reality content for television, online streaming and film.

Our product and services have been used in some of the largest live productions made in the last few years, such as Superbowl, League of Legends Championship broadcasts, Eurovision, and The Weather Channels mixed reality experiences. A selection of these productions can be viewed on our website: https://www.pixotope.com/customers.

About the position

The Pixotope Customer Success Group is responsible for the provision of high quality technical, creative and operational support for Pixotope’s Graphics and Tracking range of virtual production software tools. As a product specialist you will be responsible for our technical solutions from project planning to installation and training.

Working in association with Sales, Engineering and our Partners, the individual will be responsible for providing consistently excellent product support to users of Pixotope Graphics and Tracking solutions.

The position focuses on providing Operational and technical support to Pixotope’s Customers, and Partners, including travel to customer sites, resellers, or other Pixotope offices and events where necessary.

Responsibilities

• Travel onsite for creative training, commissioning and production services to support customers, partners and events
• Independent project management in the field of international Broadcast
• Provide telephone and web based technical support, using Zendesk
• Follow Pixotope’s standardized Customer Success practices/processes in analyzing situations or leveraging pre-existing information to solve problems.
• Maintain communication with the support team and management in resolving technical problems and/or bringing problems to the organization's attention.
• Act as a respected point of reference for the escalation and management of complex issues to the level 2 engineers and Engineering teams in accordance with the escalation process.
• Exercise and demonstrate sound judgment to determine the most appropriate action in critical situations.
• Interact with management and senior customer personnel on matters which may also require coordination across organizational lines.
• Use Pixotope shared content systems, such as Pixotope help center to not only help resolve known issues, but also to ensure new solutions to simple and the more complex problems are captured for future reference by others.
• Assist with reseller service performance to ensure that end user satisfaction and problem resolution skills are maintained and/or exceeded.
• Build productive internal/external working relationships with 3rd party vendors
• Assist the sales teams in the promotion of Pixotope’s Graphics and Tracking Products and
• Support Offerings acting in the capacity of Product Expert.
• Provide out of hours support
• Attend regular training to keep current on tracking and real time graphic production methodologies and for broadcast, film and EPTV and stay current with Pixotope.
• Carry further duties within Pixotope to support the marketing, sales or Customer support.

Key requirements

• A minimum of 2-3 years industrial experience either in camera tracking, 3D Graphics operational capacity or equal Technical Support/Product Specialist skills within the Media Industry.
• Excellent customer focus and strong communication skills.
• You must be fluent in English.
• A passion for Pixotope products & a desire to help customers achieve success is critical.
• Technical Support/Product Specialist skills. (Troubleshooting)
• Ability to work to tight deadlines and with minimum supervision.

Nice to have

• Knowledge of computer technologies (Hardware/OS), Video, Lighting, Unreal Engine and networking infrastructures.
• Additional language skills (Mandarin, Arabic, Japanese, French, Spanish)

Skills and Personal qualifications

• Good team player, with both adaptability and flexibility.
• Result-oriented, structured and independent way of working
• Ability to build relationships quickly with internal & external stakeholders both locally & internationally.
• Flexible to travel around the world most of the time.

Other

• Work environment: Home office, in Pacific time zone USA.
• Legally eligible to work in the USA.

At Pixotope, we embrace an open and positive culture of knowledge sharing, collaborative learning and innovation! With a team of around 70 talented and hardworking employees located in 15 countries and representing 20 nationalities, we are a diverse and fun group of people! We work smart and celebrate our wins, tackle challenges with innovative ideas and learn something new every day! We’ve been growing steadily over the past years and recently we strengthened our solutions by acquiring and incorporating TrackMen, an expert one-stop-shop for real-time 3D camera and talent tracking. Together we’re on a mission to make virtual production available to all media creators.

Pixotope is an equal opportunity employer. We advocate diversity and are committed to creating an inclusive working environment for all our employees. We believe that employees who feel appreciated and included will be more creative, innovative and successful.

If this seems interesting, please apply via the application link. For questions, please contact Ian Puszet at ian.puszet@pixotope.com. According to GDPR. You are requested to apply through the system and not directly to the contact person listed in this ad.

All inquiries will be treated confidentially, and applications will be reviewed consecutively.