suite-studios - Technical Support Specialist
Requirements
• You have 7+ years in a technical support role in the media and entertainment industry • You are a workflow nerd, and love thinking through the complexities of Post Production, Media lifecycles, and VFX • You have phenomenal communication skills with fluency in English, both written and spoken • You have a customer first and always attitude • You love to teach, and you love to learn. You’re a doer, you roll up your sleeves and get stuff done • You are flexible and adaptable, able to adjust to new challenges and environments as the company grows and evolves • You are an impact maker and want to help shape the company, culture, and product. • You’re not looking for "just another job" • Nice to have: experience in broadcast or post production environments • Nice to have: experience with the following - Adobe CC, Davinci Resolve, Cinema 4D, Nuke
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 to ensure consistent quality at scale • Work closely with the team to refine processes and leverage tools for better efficiency and effectiveness • 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 • Aid in all ways to ensure lasting success for our customers
Benefits
• Best in class health & dental • Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility (for those located in the Denver/Boulder area) • Unlimited paid time off • Fitness & wellness stipend • Taco Tuesday, every Tuesday • Some roles, such as internships, may not be eligible for certain benefits.
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