APAC Cloud Broadcast Support Engineer

Stem Media PTY LTD; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Stem Media is a Sydney-based broadcast and media technology company providing Saga and Mimir in the APAC and Oceania region. The Customer Support Engineer will deliver technical support to clients across Australia and New Zealand, addressing complex issues and ensuring smooth operation of Fonn Group products.

You will work closely with product teams, deliver client training, and help improve documentation and best practices to enhance customer satisfaction and product adoption.

Qualifications

• Bachelor’s degree in CS/IT or related field is required.
• Experience in a customer-facing role with cloud-based apps preferred.
• Strong knowledge of cloud tech, software systems, and networking in broadcast environments.

Responsibilities

• Provide immediate and effective technical support for Stem Media clients.
• Identify, diagnose, and resolve technical problems to minimize downtime.
• Maintain high client satisfaction and foster long-term relationships.
• Inform clients about product updates, best practices, and usage tips for Saga and Mimir.
• Gather client feedback to drive product and service improvements.
• Contribute to creation and maintenance of support docs and educational content.
• Collaborate with product teams to convey client needs and influence enhancements.
• Conduct client training on product features and best practices.
• Implement strategies to reduce churn and boost loyalty.
• Participate in product demonstrations for potential customers.

Skills

Technical support

Cloud technologies

Troubleshooting

Customer service

Networking

Broadcast workflows

Education

Bachelor’s degree in Computer Science or related field

Tools

Cloud platforms (AWS/Azure/GCP)

Saga/MAM systems

Job description

Stem Media is a Sydney-based broadcast and media technology company providing Saga and Mimir in the APAC and Oceania region. The Customer Support Engineer will deliver technical support to clients across Australia and New Zealand, addressing complex issues and ensuring smooth operation of Fonn Group products.

You will work closely with product teams, deliver client training, and help improve documentation and best practices to enhance customer satisfaction and product adoption.