Customer Support Engineer (m/f/d) - (Night Shift)

Chaos is the world’s largest 3D visualization software company, and for over 20 years has empowered artists, designers, and architects to visualize anything they can imagine. Chaos offers intuitive and powerful workflows for creatives across the entire design spectrum, including architecture, engineering, construction, product design, manufacturing, and media and entertainment. In 2022 Chaos merged with Enscape and acquired Cylindo. For more information, visit chaos.com, enscape3d.com, and cylindo.com

The Cylindo platform gives retailers and brands access to best-in-class 3D visual content with a single click. No more product visualization pains, no more expensive photo shoots and labour-intensive content management. The Cylindo Platform automates visualization of any product, from any angle and in any variation. We integrate seamlessly with any digital environment and our powerful analytics provide unique insights that help drive better business decisions.

As a Customer Support Engineer at Cylindo, you will play a crucial role in supporting our APAC customer’s projects, Cylindo Viewer implementations, and support requests. You will work closely with our customers and internal teams to ensure seamless creation of Cylindo assets and solving any tickets that we receive. You will be responsible for ensuring that our customers receive the highest level of service and support. You will provide our customers this support during the hours of 1 am -9am CEST.

Key Responsibilities:

• Production and Project Management:

  • Assist with customer’s asset creation projects ensuring deadlines are met.

  • QA customer’s asset feedback to minimize issues before the production team begins their working day.

• Cylindo Viewer Implementations:

  • Participate in the guidance and configuration of Cylindo Viewer for customers.

  • Assist customers in optimizing the visual representation of their products using the Cylindo Viewer.

  • Troubleshoot and resolve any technical issues related to Cylindo Viewer implementations and Content API

• Support and Troubleshooting:

  • Respond to and resolve support tickets and technical inquiries from customers in a timely and efficient manner.

  • Diagnose and troubleshoot technical issues, providing solutions or escalating when necessary.

  • Document issues and resolutions to build a knowledge base for future reference.

• Client Communication:

  • Communicate effectively with customers to gather requirements, provide updates, and offer technical guidance.

  • Build strong relationships with customers to ensure a positive and productive partnership.

• Collaboration and Continuous Improvement:

  • Collaborate with cross-functional teams to improve product offerings, documentation, and enhance the overall customer experience.

  • Continuously stay updated on industry trends, Cylindo Product offering, and best practices in integration and product data management.

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• Proven experience in customer support, 3D modeling, or software development.

• Support our customer during 1-9am CEST

• Knowledge of API integration and front-end development.

• Strong problem-solving skills and the ability to work well under pressure.

• Resourceful and can work independently.

• Excellent communication and customer service skills.

• Self-motivated and able to work independently or in a team.

Nice to have:

• Knowledge of e-commerce and retail industry is a plus.

• Familiarity with 3D visualization tools and technologies is a plus.

What we offer:

• Competitive compensation with benefits, and great company culture

• A chance to work with very smart people who are passionate about changing the world

• Aggressively growing global product company working with the largest retailers and brands in the world

• A flexible, supportive work environment that values work-life balance

• Opportunities for professional growth and career advancement

• A chance to tap into the experience and knowledge of an academy award and Emmy® winning software company

Working at Chaos

We’re a dedicated team of talented people supporting some of the largest furniture brands in the world and changing the e-commerce world one product page at a time. We consider ourselves the best at what we do. You only get there by attracting great talent, and we expect you to be of the same caliber. We offer a creative, informal work environment with attractive perks and competitive salaries.

Learn more about us at https://www.chaos.com/ and http://cylindo.com/about

If you have the enthusiasm, and you think this could be the job for you, don’t hesitate to tell us about it – you may be the one we are looking for.

Chaos is committed to workforce diversity and creating an inclusive working environment. We are an equal opportunity employer and welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation, or religious belief.