ICT Support Engineer

Sociable Tech; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Stem Media in Sydney seeks an experienced Technical Support Specialist to own APAC support tickets and drive proactive client engagement for Saga, Mimir and Fonn Group platforms.

You will diagnose complex cloud and on-premises issues, provide timely resolutions, train customers, and collaborate with product teams to feed back market needs. Strong communication and problem-solving are essential.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
• Experience in a customer-facing role, supporting cloud-based applications.
• Understanding of broadcast workflows and tools.

Responsibilities

• Provide immediate technical support for clients and resolve issues with minimal downtime.
• Diagnose and resolve technical problems while maintaining high client satisfaction.
• Communicate product updates and best practices to customers.
• Gather feedback and contribute to support documentation and knowledge sharing.
• Collaborate with product teams to relay client needs and feedback.
• Conduct training sessions for clients on product features and usage.
• Own APAC support tickets and feature requests, with dashboards for status.
• Assist in presales activities through technical discussions and demos.

Skills

Cloud computing (AWS/Azure/GCP)

Networking principles

Troubleshooting

Communication skills

Customer-centric mindset

Cross-functional collaboration

Presales support

Education

Bachelor's degree in Computer Science or IT

Tools

Saga platform

Mimir

Fonn Group platforms

Job description

Job Description

Stem Media PTY LTD Key Responsibilities : Technical Support: Offer immediate and effective technical support for clients, Issue Resolution: Identify, diagnose, and resolve technical problems, ensuring minimal downtime and disruption for clients. Client Satisfaction: Work to maintain high levels of client satisfaction, fostering long-term relationships. Proactive Communication: Keep clients informed about the latest products, updates, and best practices to optimize their use of Saga, Mimir and Fonn Group products.

Feedback Collection: Actively gather and analyze client feedback to drive continuous improvement in our product and service offerings. Knowledge Sharing: Contribute to the creation and maintenance of support documentation, and share knowledge with clients through educational content. Collaboration with Product Teams: Work closely with the product development teams to communicate client needs and feedback, influencing future product enhancements.

Customer Training: Conduct training sessions for clients on product features and best practices, ensuring effective adoption and usage. Retention and Loyalty: Implement strategies to enhance customer loyalty and prevent churn. Presales activities: Participation in technical discussions and demonstrations of the product for potential customers.

Ownership of the APAC support tickets and feature requests: Creating dashboards and overviews of the current state of the outstanding customer topics. Core Competencies: Problem-Solving Skills: Ability to quickly diagnose and resolve complex technical issues. Customer-Centric Mindset: Passion for delivering exceptional customer service and support.

Technical Proficiency: Strong technical background in on premise and cloud computing (AWS, Azure, GCP), and networking principles. Effective Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner. Adaptability: Flexible and adaptable to meet the evolving needs of customers and the organisation.

Team Collaboration: Ability to work collaboratively with cross-functional teams, sharing insights and feedback to improve products and services. Requirements: Bachelor's degree in Computer Science, Information Technology, or related field (preferred but not required) 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).

About Company

About Stem Media 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.