ICT 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

Customer Support Engineer role is to provide technical support to Stem Media's clients of Fonn Group products Saga and Mimir, in the APAC and Oceania region.

Key responsibilities

• Offer immediate and effective technical support for clients
• Identify, diagnose, and resolve technical problems, ensuring minimal downtime and disruption for clients
• Work to maintain high levels of client satisfaction, fostering long-term relationships
• Keep clients informed about the latest products, updates, and best practices to optimize their use of Saga, Mimir and Fonn Group products
• Actively gather and analyze client feedback to drive continuous improvement in product and service offerings
• Contribute to the creation and maintenance of support documentation, and share knowledge with clients through educational content
• Work closely with the product development teams to communicate client needs and feedback, influencing future product enhancements
• Conduct training sessions for clients on product features and best practices, ensuring effective adoption and usage
• Implement strategies to enhance customer loyalty and prevent churn
• Participate in technical discussions and demonstrations of the product for potential customers

About you

• Bachelor's degree in Computer Science, Information Technology, or related field
• Experience in a customer facing role, preferably supporting cloud-based applications as well as an understanding of traditional broadcast workflows and tools
• Deep understanding of cloud technologies, software systems, networking and their relationship to broadcast television and production environments
• Strong troubleshooting skills, with a methodical approach to problem-solving
• Experience with customer support tools and systems
• Ability to work flexibly in a dynamic, fast-paced environment
• Extensive backend experience with newsroom or media asset management platforms (Saga strongly preferred)
• Ability to quickly diagnose and resolve complex technical issuesPassion for delivering exceptional customer service and support
• Strong technical background in on premise and cloud computing (AWS, Azure, GCP), and networking principles

About us

Stem Media is a Sydney-based broadcast and media technology company, founded in 2010 by people with long careers in television production. We are the Oceania partner for Fonn Group, a Norwegian media technology group. We supply, implement and support its platforms for broadcasters, newsrooms and media organisations across Australia, New Zealand and the wider APAC region. Those platforms include Saga, a digital-first newsroom and publishing platform, and Mimir, a cloud-native media asset management platform. We are a small, specialist team that works closely with our clients and with Fonn Group's product and engineering teams in Europe. That means the work is varied and hands‑on, and it has a direct influence on how the products develop.