Technical Support Specialist
New
S
SuiteMedia and Entertainment
UKFull-TimeSenior
Salary$125K - $135K; $125K – $135K • Offers Equity
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Job Details
- Languages
- English
- Experience
- 7+ years
- Required Skills
- Technical supportCustomer Success
Requirements
- 7+ years in a technical support role in the media and entertainment industry.
- Fluency in English, both written and spoken.
- Customer-first attitude.
- Strong problem-solving skills for post-production, media lifecycles, and VFX workflows.
- Ability to work in a fast-moving, evolving team environment.
- Experience in broadcast or post-production environments is a plus.
- Proficiency with Adobe CC is a plus.
- Proficiency with DaVinci Resolve is a plus.
- Proficiency with Cinema 4D is a plus.
- Proficiency with Nuke is a plus.
Responsibilities
- Partner with Product, Engineering, and Customer Success to identify and address root causes of recurring issues.
- Support major feature releases with training, QA, documentation, and internal communication.
- Provide insights from support data to inform product improvements and customer success initiatives.
- Drive and maintain key KPIs such as CSAT, SLA compliance, resolution time, and ticket backlog.
- Establish and refine escalation protocols, workflows, and knowledge management systems.
- Mentor, train, and coach Support team to build a high-performing, customer-centric team.
- Quickly respond to customer inquiries, diagnose and resolve issues.
- Lead debug sessions on live calls and reproduce client issues using a wide range of applications and environments.
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