Job Role

Product Support Specialist – DCC

Motion Graphics

Our client is a fast growing Software Development business in the Motion Graphics sector who seek a Product Support Specialist to help and encourage their end users to maximize all aspects of the creative software products.

Our clients Software solutions are used extensively for: live events, interactive installations, graphics in advertisements, and TV as well as Movies. They now seek a Product Specialist to support their customer base with enquiries about their Software Products. You will have practical experience of one or more of these: C4D, Blender, 3DS Max, Notch or Maya

Responsibilities

Support & Knowledge Point – 75%

  • Provide support to the company’s user base through ticket responses.
  • Be a point of knowledge within the business on the use of Industry DCCs
  • Assist in the release testing cycle to ensure high quality releases.
  • Work with the development team helping shape new features and providing source materials for upstream packages (modeling packages) and testing downstream outputs (bakes, compositing)

Community Engagement & Resource Development – 15%

  • Develop product knowledge in the user base through the development of: manual material, short tutorial videos, timelapses, example projects etc.
  • Engage with online social user communities (Facebook, CG Forums etc.)
  • Attend and engage with meetups, industry events and tradeshows

Personal Practice / Knowledge Advancement – 10%

  • Maintain a personal practice of creative / technical work, exploring the use of Notch and other tools
  • Maintain & grow knowledge of other DCCs and how they interoperate with our client’s software packages.

Picture of Success

  • Timely responses to customer support tickets
  • Tool ‘sticky-ness’ – i.e. Products are used repeatedly by new studios and customers.
  • Users moving beyond basic techniques into more advanced motion graphics
  • 3 month on-boarded user satisfaction
  • An energised and engaged user community
  • Reduced support tickets for issues that should be covered by training

Skills/Experience Requirements

  • Great interpersonal skills – this role is all about relationships
  • Strong command of written and verbal English
  • Either:
    • 3+ years in product support in a DCC
    • Or, 3+ years motion graphics or VFX  experience
  • Strong 3D skills with excellent command of either C4D, Blender, 3DS Max, Notch or Maya
  • Experience with some wider industry tools: Houdini, Substance Designer, After Effects, Premiere
  • Demonstrable abilities in mograph, lighting, materials, rigging, physics simulations.
  • Ability to travel to the UK (if based in EU)
  • Highly autonomous and self motivated
  • Passion for the creative industries