Technical Product Specialist
Movio Limited
Auckland, Auckland, New Zealand
6d ago

About Movio

Movio’s mission is to connect all moviegoers with their ideal movie. If you, like us, have a) a genuine love for movies and b) are passionate about a future where every generation can experience the magic of cinema, then you're just what we're looking for.

What do we do exactly? We're the global leader in marketing data analytics and campaign management, supported by the world's most comprehensive moviegoer database of over 100 million moviegoers globally and more than 5000 movie titles.

From this database, we extract actionable moviegoer insights so that our clients can execute measurably-successful marketing campaigns.

With offices in Los Angeles, Auckland and London, we're transforming the way movies are marketed all over the world : both studio-side and cinema-side.

As part of Vista Group International Ltd (NZX & ASX : VGL), a world-leading enterprise comprised of eight businesses that provide software, digital and online solutions to the film industry, we're in great company.

But we're often on the look-out for new brains and faces to join us along the way. If film, data, and technology seem like the perfect fit, it's time to apply.

About the role

The Technical Product Specialist will be accountable for new client implementations and providing Level 2-3 technical support for our clients.

You’ll be responsible for the end to end resolution of issues, ranging from basic to complex technical problems. Escalated issues are not just thrown over the fence to the Engineering team, you will work collaboratively alongside the Engineering team to get to the core of the problem.

Outside of just solving the immediate issues, the purpose of this role is the build the skills, knowledge and systems to enable Movio’s Account Managers to resolve as many support enquiries autonomously as possible.

Must have :

  • A strong working knowledge with MySQL - You’ll often find yourself digging into the database to : Find the relationship between one data point and another Validate that the flow of data follows the expected order of events Create ad hoc reports based off customer requests
  • A natural curiosity about how things work - You’ll be a product expert and know everything from our latest features to the older functions inside out.
  • You will regularly : Help our Accounts team on how our clients can get the most out of our products Solve technical mysteries alongside our Engineering team

  • Great problem solving and analytical skills - You’ll use your sound judgement to identify if issues are user errors or configuration issues.
  • For bugs, you’ll be able to drill down into the issue enough so our Engineering team are able resolve things quickly

  • Ability to manage multiple priorities and deadlines - You’ll be servicing multiple clients in the Asia-Pacific region, so being able to prioritise your backlog is pertinent to the role
  • Love engaging with a wide variety of people! This role often requires conversations between our Engineering team, Regional team and clients to solve a problem.
  • Having a positive history of working with varied stakeholders will be essential to your success in this role

    You’ll thrive in this role if you :

  • Are confident around clients - Including the ability to handle challenging situations in a patient, calm and effective manner and translating technical situations into easy to understand explanations for everyone
  • Are comfortable learning through osmosis - Our Support team is fuelled by peer-to-peer learning and extensive knowledge sharing, rather than relying on comprehensive documentation and manuals
  • Are fearless in tackling problems that are outside of your comfort zone - We never quite know what issues may come up, so we are relying on your inquisitive mind to dig around the product to find out what’s going on
  • Are able to keep the bigger picture in mind - This role is not just about solving issues raised by our clients. We want to highlight recurring patterns and trends to the Accounts or Product team
  • Have an eye for detail - Prove it to us - tell us your favourite movie in your cover letter
  • Take pride in your work - At Movio we don’t cut corners. You will understand that every interaction with our clients should help to build their trust in Movio’s ability to deliver top-of-class products and services
  • To be considered for this role you will have :

  • 3+ years’ experience in a technical support capacity for a SaaS product company or equally software-driven environment
  • Working knowledge of SQL is a must
  • Excellent written and verbal communication skills
  • Client facing experience preferred
  • Mandarin or Japanese speaking is advantageous
  • Working in an Agile environment is advantageous
  • A love for movies and the cinematic experience
  • Apply
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