Support Engineer

Compensation: $70k – $90k • 0.0% – 0.1%

Full-time, remote location in any of the following states: MA, NY, CA, TX, CO, IL, OR, WA, CT, NV, NC, SC, TN

Molten Cloud empowers creators and rights-holders of media content through technological innovation. The Molten Cloud platform transforms and simplifies today's complex intellectual property rights, content and licensing operations. The platform is used by media organizations to manage over 175M film/TV rights, hosting data and content for over 10% of all movies known to exist.

Founded in the heart of MIT, Molten Cloud is committed to breaking the barriers that hold digital creativity and media experiences back today. We are a diverse team of hackers, hustlers, and hipsters, and are backed by leading media-tech investors and advisors such as Jack Dorsey and Ashton Kutcher.

As a Support Engineer at Molten, you're the technical backbone of our client experience. You'll report to the Director of Customer Experience and work closely with our Technical Account Managers, Product and Engineering teams. You'll own client requests from first ticket to final response. Day to day, that looks like:

• Support queue: you'll own tickets in Zendesk end to end - triaging by priority and impact, answering how-to questions, and troubleshooting platform issues. When something needs a fix, you'll log it in Jira with clear, reproducible steps, escalate to Product and Engineering, and keep the client updated until it's resolved.

• Content delivery and downloads: you'll handle client delivery and download requests, making sure films, trailers and other assets reach the right destination in the right format and on time.

Data ingestion and implementation support: you'll prepare and load client data - rights, contracts, metadata and content - for new implementations and ongoing ingestion requests, review it against the client's requirements, and check it with SQL queries before it goes live.

• Scripting and automation: you'll write and run Python scripts for backend operations like data migrations and bulk updates, and help automate repetitive delivery and ingestion work so the team can scale.

• Documentation: you'll document as you go - ticket notes in Jira before anything goes back to the client, and solutions and product knowledge in our Confluence knowledge base so the whole team benefits.

• Voice of the customer: you'll be close to what clients struggle with every day, and you'll flag patterns, recurring issues and feature gaps to Product so they shape the roadmap.

Systems: you'll be comfortable on the Linux command line, working with cloud storage and large file transfers, and at home in a Windows environment too.

Tools you'll use: Zendesk, Jira, Loom, Confluence, Chorus and Salesforce.

As an ideal fit for this role, you are accountable, analytical, organized and client-focused.

• Accountable: you take ownership of your work and see it through. You flag problems early, and when something you own goes wrong, you own the fix too. You collaborate with your teammates, draw on their complementary skill sets, and pick up the skills you need to get the job done.

• Analytical and organized: you're comfortable with data and complexity, and no detail is too small for you. When priorities shift or things get busy, you keep perspective, prioritize your own workload and deliver results.

• Client-focused communicator: you're clear and calm with clients, including frustrated ones. You explain technical issues in plain language and set honest expectations on timing.

Our culture is about being rigorous at work and celebrating our big and small wins as a team. At Molten, you will have the opportunity to own and lead your own workstreams, learn from exceptional individuals on the team, and help build technology that matters across the world. Everyone on the team primarily works remotely, and the company reimburses purchases for laptops and other office supplies. Benefits include health, vision and dental insurance, but most importantly – a group of exceptional individuals building industry-defining tech.