Senior Customer Support Engineer fmd

Position Description

You will be part of our Department of Customer Project Management (CPM).

As Senior Customer Support Engineer you will work directly with our customers for the successful integration of our product portfolio. You will contribute to complex projects and have the opportunity to lead standard ones. You will work to ensure that Cinemo delivers customer projects according to agreed targets (scope schedule quality) and that the implementation complies with our standards.

As a Senior CSE you will coordinate a team of Customer Support Engineers for Korea represent them in the CPM Management team and be the first escalationpoint for customers. You are supporting the recruitment and onboardingactivities.
This role requires an energetic and motivated individual who works well in a fastpaced dynamic environment.

Responsibilities

Manage and deliver Customer Projects:

• Provide firstline technical customer support analyse and solve customer issues
• Manage customer projects throughout the project life cycle including planning schedules resource allocation scope risk and change management
• Plan manage and test customer releases
• Proactively identify prioritize and drive the resolution of project and customer issues

Lead Customer Support Engineers:

• Manage the team and be the first escalation point
• Participate in the recruitment and onboarding activities.
• Coach the team on best practices and problem solving
• Ensure that Cinemo processes are followed
• Contribute to improving our processes in the department

Experience & Skills

• A very good understanding of software engineering processes with complex technical issues
• Significant experience in a customer support role and in managing project execution
• Significant line management experience in a technical environment
• Very good experience of C and C programming languages Android experience is a plus
• Wellorganised with high attention to detail selfmotivated proactive and able to work under minimal supervision
• Excellent communication and interpersonal skills for efficient collaboration with internal and external stakeholders and for managing the team members
• Proficiency in English and Korean
• Interest in nextgeneration multimedia