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

7+ years in a technical support role in the media and entertainment industry
Workflow nerd, and love thinking through the complexities of Post Production, Media lifecycles, and VFX
Phenomenal communication skills with fluency in English, both written and spoken
Customer first and always attitude
Love to teach, and love to learn.
Flexible and adaptable, able to adjust to new challenges and environments as the company grows and evolves
Impact maker and want to help shape the company, culture, and product.
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

Best in class health & dental
Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility
Unlimited paid time off
Fitness & wellness stipend
Taco Tuesday, every Tuesday*****Some roles, such as internships, may not be eligible for certain benefits.

Technical Support Specialist

Key skills