Technical Support Engineer

Job Description: Technical Support Engineer

About Kaleidescape, Inc.:

Kaleidescape designs and manufactures movie players and servers that deliver an unparalleled cinematic experience. Kaleidescape elevates every component in your theater with higher fidelity source material for the ultimate cinematic experience.  Tens of thousands of movie lovers around the world have chosen Kaleidescape for their home cinema. Kaleidescape’s Movie Store, with over 13,000 movies and 2,000 TV seasons licensed from major studios, offers the highest quality movies and TV shows available online, including the largest selection of spectacular 4K Ultra HD and 4K HDR titles. Founded in 2001 and headquartered in Mountain View, California, Kaleidescape sells its products through custom integrators throughout the world. 

Job Summary:

We are seeking a skilled Technical Support Engineer to expand the Kaleidescape customer support organization to meet the needs of our expanding product line and customer base. You will be the front-line interface for Kaleidescape dealers and customers seeking help with our products. A genuine interest in helping people, a creative problem-solving skillset, and a gift for interpersonal communication are key traits for the person in this position.

Successful candidates will be hands-on, capable of working independently, and able to drive customer and dealer issues and projects to completion with limited supervision. This role requires great customer service skills, creativity, and attention to detail.

You will work closely across the business to implement customer service strategies and processes to enable more efficient and effective service to our customers and channel partners. The company is based in Mountain View, CA, but the position can be work from home and will operate primarily in the Pacific time zone. The opportunity to handle occasional tasks in our Mountain View office is available for someone living in the San Francisco Bay Area.

Day-to-day responsibilities:

• Answering incoming customer support phone calls
• o  Gather necessary information about the customer and the product(s)
• o  Create a new customer support case in the Salesforce system support console
• o  Triage incoming support requests
• o  Answer common technical support questions received via email and phone

• Review new customer support cases created in Salesforce via email, voicemail, and our dealer extranet
• o  Fill in the support console form with the necessary customer and product information

• Diagnose and resolve support cases
• o  Initially, work on basic issues
• o  Over time, as knowledge and experience increase, analyze and troubleshoot complex technical issues, utilizing your knowledge and available resources to identify root causes and implement effective solutions
• o  Process Return Merchandise Authorizations

• Maintain clear and professional communication with dealers and customers, providing timely updates and ensuring their understanding of the resolution process
• Escalate cases, as needed, to senior technical support or engineering team members
• o  Work with Technical Support team members to follow up on open support cases

• Create, edit, and update Kaleidescape Knowledge Base articles to facilitate customers’ self-help for operation, configuration, troubleshooting steps, and other issues
• o  Assist in the generation of departmental reports

Related responsibilities include:

• Partner with Product Management and Engineering to ensure customer/dealer feedback is addressed and clear positioning statements are defined
• Define opportunities to continuously improve Kaleidescape’s customer/dealer support function while maintaining a clear focus on customer/dealer satisfaction
• Maintain and enhance our customer/dealer-facing support tools and systems
• Provide valuable feedback to our software engineering group in the development of diagnostic tools for faster, more accurate problem resolution, and contribute to the improvement of our products and services
• Measure and manage the effectiveness of customer success by the development and application of support operational metrics; develop baselines and improve support functions
• This role may also be involved in product testing, documentation and training, trade show support, and other projects as required

Desired Technical Skills & Experience

• Must be customer-focused
• Passion for delivering customer satisfaction with the demonstrated ability to drive execution
• Ability to communicate well orally and in writing with customers, dealers, management, and coworkers is essential
• o  Must be comfortable communicating with other departments to investigate and resolve cases and to work on internal projects
• Strong computer, analytical, and organizational skills
• o  Must be fluent with the Microsoft Office product suite (Excel, Word, PowerPoint)
• Experience working with CRMs, preferably Salesforce
• Excellent time management skills with a strong sense of urgency
• Knowledge of JavaScript or Linux programming languages to be able to read and analyze system logs
• Experience with local networks; strong understanding of networking concepts (TCP/IP, DNS, etc.)
• Desire to learn new skills/technologies and remain up to date with the latest trends
• Passion for solving technical problems with proficiency in troubleshooting
• Experience supporting high-end audio and video installations and home automation control systems
• Familiarity with distributed audio-video, custom home electronics installation
• 1-2 years proven experience in a technical support role
• Bachelor's or technical degree
• Technically savvy: the ability to understand and articulate the technical aspects of our products
• Ability to work independently and get things done efficiently without constant supervision
• Strong organizational and time management skills
• Ability to remain calm under pressure
• Strong team player who works well in a collaborative environment
• Naturally passionate and enthusiastic about the work you do