Note: The job is a remote job and is open to candidates in USA. Chaos is a global software company providing visualization and design solutions for architecture, design, media and entertainment, and product e-commerce. The Customer Support Specialist serves as the primary customer contact, managing licensing requests, account configurations, and technical troubleshooting for Chaos products. The role also supports onboarding, customer communication, cross-functional feedback, and knowledge base documentation.
Responsibilities
- Process and manage customer licensing requests, seat allocations, activations, and deactivations across cloud licensing, local license servers, floating seats, and user sign-in workflows
- Deliver responsive, high-quality support across multiple channels, including live chat, ticketing platforms (e.g., Zendesk), scheduled video calls, email, and phone with flexibility to support new channels as the business evolves
- Troubleshoot software installation, hardware compatibility, system performance, and rendering-related errors across Chaos desktop and cloud products
- Analyze diagnostic logs, system reports, and customer screenshots to pinpoint root causes and provide actionable resolutions
- Lead real-time troubleshooting sessions and screen shares to resolve urgent licensing or setup issues efficiently
- Build a strong understanding of key customers' setups and relationships to help them realize the full value of Chaos products and services
- Support onboarding and training for new and existing customers
- Maintain clear, empathetic, and professional communication throughout the customer resolution lifecycle
- Partner with Sales, Customer Success, Product Management, and Engineering to relay customer feedback and improve the overall user experience
- Contribute to internal knowledge base documentation, SOPs, and customer-facing troubleshooting guides
Skills
- This position is based in the US or Canada with hybrid or remote working options. Applicants must hold a valid work/residence permit for the respective location
- One to three years in a customer-facing support role, preferably within SaaS, software licensing, or technical software support
- Solid understanding of software licensing architectures, including cloud-based, perpetual, subscription, and floating/network licenses
- Strong troubleshooting and diagnostic skills across multi-platform environments (Windows, macOS, and Linux)
- Explains complex technical concepts simply and empathetically, in excellent verbal and written English
- Analyzes diagnostic data methodically to isolate root causes rather than surface symptoms
- Works independently in a dynamic, hybrid environment while maintaining consistent, high-quality customer outcomes
- Builds rapport with customers across multiple channels, staying calm and professional under time pressure
- Documents solutions clearly, contributing to a knowledge base that scales support beyond one-to-one interactions
- Receptive to coaching and feedback, and proactively deepens product and technical knowledge over time
- Fluency in English is required
- Hands-on experience with Chaos products (V-Ray, Enscape, Corona Renderer, Chaos Vantage) or host 3D/CAD applications (3ds Max, Maya, SketchUp, Revit, Rhino, Cinema 4D) is a strong advantage
- Experience with ticketing and CRM platforms such as Zendesk, Jira, or Salesforce
- Familiarity with computer graphics workflows, render farms, or network infrastructure setup
Benefits
- Hybrid or remote working options for applicants based in the US or Canada
Company Overview