We are a global company with a mission to advance the art and technology of visual experience. We know that creating an inclusive environment that values and encourages different perspectives is critical for our success, and the success of our people. We are learning, listening and taking action to be better and foster trust in our community. Our goal is to ensure every person working at Foundry feels safe and free to be themselves, to share their ideas or concerns and that there is equal access to opportunities for all. THE ROLE. As Support Engineer you’ll work with a team of customer obsessed support specialists to ensure customers receive technically accurate, timely and consistent responses to their queries. We expect you to be a team player, have good time management skills, enjoy working in a fast-paced environment and be able to take direction when required. - Experience working in a team of support engineers to provide world class product support - Prior customer service experience relevant to the role or a degree in Visual Effects related subject or Computer Science/Maths/Physics - Familiar with at least one of the following operating systems: Windows, Linux or macOS - Excellent communication and Written/Verbal English skills - Excellent organizational skills with the ability to prioritize work based on plans and objectives - Ability to take on tasks when requested and complete them within the expected deadlines and with minimal supervision - Strong problem solving and troubleshooting skills - Ability to explain technical concepts to technical and non-technical customers and staff - High degree of attention to detail - Highly self-motivated and a good team player - Works from a queue of customer support tickets to resolve customer issues. - Manage relations with customers, prioritize issues accurately and keep customers up to
date on the progress of any issues they have logged with us - Escalates complex issues to relevant team as required - Handling sensitive tickets escalated from other teams. eg, Sales - Uses positive language throughout all communications with customers, creating a positive customer experience. - Follows defined team processes - Represents Support at customer meetings to troubleshoot issues - Responsible for assigned tickets ensuring that SLAs and customer satisfaction targets are met - May be responsible for queue management for chosen product(s) ensuring that SLAs and customer satisfaction targets are met - Reviews and actions reports where relevant - Summarize a problem and solution to customers or to create a Knowledge Base article where required - Stay up to date on all Foundry products and operating systems on which Foundry products are supported, and any new technologies that affect Foundry products and the VFX industry - Health Savings Account & 401K Plan - Medical, Dental and Vision plans - Bonus scheme - Season ticket loan - Company’s remote social events - Anniversary day off - Passion Days - Flexible working - Annual personal learning & development time THE COMPANY Foundry has a heritage of more than 25 years, developing creative software for the Media and Entertainment industry. Its portfolio of award-winning products solves complex visualization challenges to turn incredible ideas into reality. Working with creative leaders around the globe, Foundry products are used to create breathtaking visual effects and animation and have been integral in the making of every VFX Academy Award-winning film for the past decade. For more information visit www.foundry.com. For our privacy notice and more information on how we handle your candidate data, please visit https://www.foundry.com/candidate-privacy-notice

• Provide Interface Technical support to our Customers • Participate in meetings / conference calls with customers to facilitate interface support • Maintain accurate and up to date documentation while servicing customers using our case tracking system i.e. Salesforce. • Develop Knowledge Article submissions with help from Senior or Principal IE’s when needed. • Work independently • Consult Senior and Principal Engineers as appropriate and provide guidance to team IE’s when needed. • Monitor and supply updates on all interface case issues.

• Deliver exceptional support experiences for Assent’s direct customers and their suppliers • Manage critical customer escalations, understanding complex issues by reviewing read-only product code • Proactively identify and communicate trends to influence product improvements • Define, implement, and optimize AI-driven workflows and integrations to enhance efficiency • Serve as the primary technical escalation point for complex customer and supplier issues • Independently manage and resolve high-priority technical escalations with strong leadership • Clearly and proactively manage customer expectations throughout the escalation process • Partner with Engineering and Product teams to validate findings and collaboratively develop solutions • Serve as a technical mentor to junior specialists and analyze support cases for trends • Provide strategic recommendations to Product Management and Engineering based on analysis of product behavior

• Resolve technical issues via incoming phone calls from (mostly) non-technical end users. • Respond to incoming web-based support requests. • Utilize Live Chat with powerful desktop sharing tools. • Recognize trends and report them to senior level engineers. • Find and document any new support issues or product bugs. • Work with other team members to resolve active issues. • Upselling - identify product improvements by additional services offered by Intermedia. • The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers. • Self-awareness and common-sense approach to identifying issues to escalate appropriately. • Self-starter with the maturity to ask for assistance when needed.