Suite Studios
Technical Support Lead
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Job Description
- Req#: fcda70d8-38aa-4074-84a7-0391b1c0aa64
Employer Industry: Media and Entertainment Technology
Why consider this job opportunity:
- Best in class health & dental benefits
- Unlimited paid time off for work-life balance
- Hybrid work environment offering flexibility between in-office and remote work
- Fitness & wellness stipend to support your well-being
- Opportunity to mentor and build a high-performing, customer-centric team
- Engage in a dynamic environment that encourages creativity and innovation
What to Expect (Job Responsibilities):
- Partner with Product, Engineering, and Customer Success to identify and address root causes of recurring issues
- Support major feature releases through 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
- Mentor, train, and coach the Support team to ensure high performance and customer satisfaction
What is Required (Qualifications):
- Minimum of 7 years in a technical support role within the media and entertainment industry
- Exceptional communication skills, both written and spoken, with fluency in English
- Strong customer-first attitude and a passion for teaching and learning
- Flexibility and adaptability to new challenges as the company evolves
- Proven ability to roll up sleeves and get things done effectively
How to Stand Out (Preferred Qualifications):
- Experience in broadcast or post-production environments
- Familiarity with tools such as Adobe CC, Davinci Resolve, Cinema 4D, and Nuke
#MediaAndEntertainment #TechnicalSupport #CustomerSuccess #CareerGrowth #HybridWorkEnvironment
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