Technical Support Specialist - NYC at Frame.io
New York City, NY, US

About Frame.io

Frame.io is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world. 

We’re backed by Accel, FirstMark, Insight Partners, SignalFire, Jared Leto, and a host of other amazing investors. Our market-leading product is used and loved by companies such as Turner, Disney, NASA, Snapchat, BBC, BuzzFeed, TED, Adobe, Udemy, and many more.

We’re in an exciting period of growth and are on the hunt for talented and passionate individuals who share our vision for helping visual content creators produce their best work.

About the Support Team

The Frame.io Support team is based in NYC while having specialists in Dublin, Florida, and Los Angeles. The team delivers solutions, troubleshoots issues, and provides an over-and-above positive experience for customers in 180+ countries. Support Specialists are responsible for working directly with our customers to help them start their first project, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Design, and Engineer teams.

If you think you're up for the challenge, be ready to join the conversation. In just a few weeks, we'll cram your brain so full of Frame.io knowledge, you may never have to consult our FAQs again. Not only will you be surrounded by some of the nicest folks in the company, you'll be in direct interaction with the amazing members of the extraordinary Frame.io community.

About the Role

This is a full-time position working at headquarters in New York City. This shift will be covering 9am-6pm EST Sunday-Thursday. The first 90 days will be 9-6 Monday-Friday for training.

On average, you will chat with 30-50 clients per day through Intercom, troubleshooting issues or instructing best practices. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.

Our clients use video editing softwares such as Adobe Premiere, After Effects, Final Cut Pro X and others. Experience using advanced video editing software is preferred for this role.

(iMovie, Windows Movie Maker nor mobile video editing apps count as an advanced video editing software)

Our Support Team provides a valuable feedback loop between our customers and the Engineering / Product Teams. As a team who works directly with our community, you’ll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company. 

What does a typical day look like?

You send a “Good morning! 👋” message over Slack to the rest of the team, and catch up on what's been happening during the LA evening shift and Dublin workday in our team channel. Intercom is the next app you open, you check your queue and see that 14 customers replied to you overnight with complex details regarding their issues. You love this kind of technical work and look forward to the challenge.

When a customer asks “Are there Python hooks that allow me to upload into a project?” you know how to answer them with the API and also give instruction using our Zapier integration.

Another conversation requires referencing our backend tool to see a customer’s proxy transcode information. You’re not sure how to get this information, so you reference the internal documentation for answers. You find the reference, but double check with your Manager if your response would be correct. She says it is, and you decide to update the documentation to be a little more clear. You love writing up these guidelines so you know how to look up transcode metadata in the future.

A customer that’s on an older subscription is confused about their pricing and they’re very frustrated and confused because it doesn’t match the current pricing page. You completely empathize with them, and your response diffuses their anger, solves their confusion, and you deliver more context around the difference between the subscriptions.

The Dublin team is signing off, which means your queue is about to increase but you’re ready for it because you closely follow your schedule. A customer presents a peculiar issue but the Engineer team is now offline, so you try to find if someone else has reported this. You searched through the Bugs Board in Jira and couldn’t find anything. You search Intercom conversations and Slack channels. You try to recreate the issue on your own account in all of the browsers, but can’t reproduce it so you create a new Bug ticket.

At the end of your day, you think about the tasks you want to accomplish tomorrow and build out your calendar accordingly. Before you go, you send a message, “I’m taking off, team!” over Slack to the LA Support Specialists.

Sounds like a fun day, right? If so, let's chat.

Requirements

1-3 years online customer support experience

Excellent verbal and written skills

Basic knowledge of JSON, JavaScript, Ruby, Python, or other languages that work with our API

Willingness to keep a flexible schedule, which will include some weekends and holiday hours

Would love to write a cover letter so we can see your writing technique

Willing to complete two assignments: example customer questionnaire and an API assignment

Responsibilities

Provide thoughtful, personalized communication to 30-50 Frame.io users per day who range from experienced developers to non-technical customers

Effectively resolve customer inquiries in a considerate and timely manner

Investigate technical issues and see them through to a resolution/solution

You would love to be a technical liaison between Support and Engineering

Navigate Adobe Premiere and FCPX workflow questions

Identify, escalate and prioritize bugs found in the software using JIRA

Bonus Points if you have

Post-Production experience

Prior editing experience in Adobe Premiere/After Effects or FCPX

You are the owner of the backend tool which uses Elixir and the Phoenix framework

Understanding of front-end frameworks: React and Redux

Benefits

Competitive salary and equity

Paid parental leave for primary or secondary caregivers

Unlimited PTO and designated Volunteering paid time off

Work From Anywhere Week

Yearly stipend for learning and development

Medical, Dental, Vision Insurance and OneMedical membership

Pre-tax commuter benefit and Flexible Spending Account

Daily catered lunch & fully stocked kitchen with cold brew on tap

Discounted gym membership, Classpass discount and Free Citi-Bike membership

Our Philosophy

Our philosophy is simple. At Frame.io, we believe that working with people of different backgrounds and perspectives allows us to elevate each other and helps us build a better product for our users.

We’re proud to be an equal opportunity employer, and are committed to providing all employees with a work environment that celebrates individuality and remains free from any form of discrimination and harassment. We base our employment decisions on the needs of our business, job requirements, and applicants' qualifications. In other words, we only care that you’re the best person for the job.