Customer Support Specialist US

Description **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.** Chaos is a leading global software company that provides world-class visualization and design solutions, empowering creative minds to bring ideas to life. For over twenty years, Chaos has developed innovative technologies serving multiple industries, including architecture and design, media and entertainment, and product e-commerce. Chaos’ solutions help architects, designers, VFX artists/animators, and other creative professionals share ideas, optimize workflows, and create immersive experiences. Headquartered in Karlsruhe, Germany, Chaos is a global company with offices in 11 cities worldwide. In 2022, Chaos and Enscape merged, bringing together two industry-leading companies into one. Since then, Chaos has continued to grow with the additions of Cylindo, AXYZ Design, and Evolve Lab, further expanding our expertise and solutions across architecture, design, e-commerce, and AI. For more information, please visit chaos.com. Role Overview The Customer Support Specialist is the primary point of contact for customers across the Chaos product ecosystem, resolving licensing queries, managing account configurations, and troubleshooting installation and technical issues. Working within our global Customer Support team, the role combines hands-on technical diagnostics with strong customer service, supporting users of V-Ray, Enscape and Corona across cloud, floating, and enterprise licensing models. Main 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. Requirements Required Experience 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). Considered as Advantage 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. Required Skills 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. We welcome people who value teamwork, stick to their commitments and are curious to explore new ways for achieving mastery. If you believe that you are a good match for the job, just send us your CV in English . Only shortlisted candidates will be contacted. Confidentiality of all applications is assured.