Technical Support Engineer

Interested in a job at a multiple award-winning and rapidly growing tech startup? At Rokoko, we are expanding our front support line team to meet the demand of our growing customer base. You will be supporting customers with our motion capture solutions for body, fingers and face. Our customers include global top tier game, film, VR/AR and VFX producers as well as many indie developers and producers making unique content.

As a Technical Support Engineer, you will work in Rokoko’s Customer Success team with a strong focus on providing customers with an exceptional customer experience and the level of expertise they require to be successful with our tools. You will be the key bridge between the Sales and Development teams, representing the voice of the customer internally while being the face of Rokoko externally. If you enjoy fast paced working environments and have a customer first mindset, we are looking for you! Your core activities will include resolving technical issues, meeting SLAs and updating the Rokoko knowledge base to help customers find solutions themselves. 

Responsibilities:

• Support our customers: Providing customers the technical support they require, managing cases from creation to resolution
• Triage and escalate support cases: Prioritising caseload and escalating tickets to the appropriate team when necessary
• Meet Support SLAs: Providing prompt and accurate responses to customers within the agreed SLAs
• Maintain the Rokoko knowledge base: Creating and updating articles to ensure they remain up to date and relevant
• Moderate the Rokoko community: Share your expertise with customers in the Rokoko community and on social media platforms
• Contribute to the evolution of Support: Highlight areas where improvements will benefit our customers, improve their support experience and speed up the time to resolution
• Synthesize customer feedback: You should synthesize customer feedback and work with internal teams including Customer Success and Product Development to respond to current and emerging needs

• Strong analytical and problem-solving skills with an attention to detail
• Experience working in 3D content creator software as Maya, 3DS Max, Blender, iClone, and Cinema4D and/or 3D engines such as Unity and Unreal
• Experience with Motion Capture hardware and software
• 1-2 years of experience in a customer facing role, preferably providing technical support
• Superior and proven communication skills (internal and external)
• Highly organised and process-oriented
• Fluent in English language (written and oral)

• Experience with Customer Support management software. Preferably Freshdesk, Hubspot or Zendesk
• Supporting customers remotely over web conferencing tools such as Skype and Zoom
• 3-5 years of experience providing direct technical support
• Experience with sales or customer support in an early-stage startup (SaaS and/or hardware)

What we offer
Rokoko is a tech startup with offices in the heart of Copenhagen, San Francisco and now we are growing our team in Athens. We share a vision of more intuitive and natural way to be digitally present. We are a happy mixed bunch of creatives, tech nerds, world-class software and hardware engineers, 3D artists, business people, one philosopher, one idealist, thousands of motion sensors, and a hula hoop. We do things differently and dare to be human and learn from our mistakes. We have fun and respect each other while daring to take risks in our pursuit of greatness. We don’t make tech for the sake of tech, but want to help those who think of tech as an obstacle to work with it in a creative and intuitive way. We are growing fast and you will be given a lot of responsibility and freedom to join the ride and become a central part of the team.

General terms

• Work station included
• Full-time (40 hours a week)
• Start date: as soon as possible