Chaos is the world’s largest 3D visualization software company, and for over 20 years has empowered artists, designers, and architects to visualize anything they can imagine. Chaos offers intuitive and powerful workflows for creatives across the entire design spectrum, including architecture, engineering, construction, product design, manufacturing, and media and entertainment. In 2022 Chaos merged with Enscape and acquired Cylindo. For more information, visit chaos.com, enscape3d.com, and cylindo.com. 

The Cylindo platform gives retailers and brands access to best-in-class 3D visual content with a single click. No more product visualization pains, no more expensive photo shoots and labour-intensive content management. The Cylindo Platform automates visualization of any product, from any angle and in any variation. We integrate seamlessly with any digital environment and our powerful analytics provide unique insights that help drive better business decisions.

As a Customer Support Engineer at Cylindo, you will play a crucial role in supporting our customer’s projects, Cylindo Viewer implementations, and support requests. You will work closely with our customers and internal teams to ensure seamless creation of Cylindo assets and solving any tickets that we receive. You will be responsible for ensuring that our customers receive the highest level of service and support.

Key Responsibilities:

Production and Project Management:

• Assist with customer’s asset creation projects ensuring deadlines are met.

• QA customer’s asset feedback to minimize issues before the production team begins their working day.

Cylindo Viewer Implementations:

• Participate in the guidance and configuration of Cylindo Viewer for customers.

• Assist customers in optimizing the visual representation of their products using the Cylindo Viewer.

• Troubleshoot and resolve any technical issues related to Cylindo Viewer implementations and Content API

Support and Troubleshooting:

• Respond to and resolve support tickets and technical inquiries from customers in a timely and efficient manner.

• Diagnose and troubleshoot technical issues, providing solutions or escalating when necessary.

• Act as primary liaison between Engineering and Support

• Conveys customer feedback to engineering teams 

• Document issues and resolutions to build a knowledge base for future reference.

Client Communication:

• Communicate effectively with customers to gather requirements, provide updates, and offer technical guidance.

• Build strong relationships with customers to ensure a positive and productive partnership.

Collaboration and Continuous Improvement:

• Collaborate with cross-functional teams to improve product offerings, documentation, and enhance the overall customer experience.

• Continuously stay updated on industry trends, Cylindo Product offering, and best practices in integration and product data management.

• Communicate with your team on tickets to hand-over as you change shift times.