Technical Support Engineer

AI-Media; Australia; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Career progression

Rewards platform

Flexible public holidays

Parental leave

Employee Assistance Program

Recognition awards

Annual reviews

Modern office near transport

Vacation 4 weeks

10 paid sick days

Job summary

AI-Media is seeking a Technical Support Engineer Level 3 to join our global team on a hybrid basis. You will serve as the senior escalation point for complex hardware, software and SaaS issues, and you will develop technical docs for APIs and integrations.

You will collaborate with Product Dev, Engineering, Technical Writing and Sales, including on-call rotations, to ensure timely issue resolution. 4+ years of relevant experience and strong communication are essential.

Qualifications

• 4+ years of technical support experience, preferably in a SaaS or broadcast technology environment.
• Experience with VM SaaS deployments and familiarity with MPEG-TS, SRT and related streaming protocols.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• Customer-first approach, taking ownership of issues and following through to practical solutions.
• Strong planning, prioritisation and problem-solving skills, with the ability to work effectively in a complex technical environment.
• Integrity, professionalism and adaptability, with a collaborative approach across teams.

Responsibilities

• Serve as the senior escalation point for complex hardware, software and SaaS platform issues, using advanced troubleshooting and system architecture knowledge.
• Develop and maintain technical documentation for APIs, system integrations and platform functionality, and review client configurations for optimisation.
• Collaborate with customers and cross-functional teams, including on-call rotations, to ensure timely issue resolution.

Skills

Advanced troubleshooting

Excellent communication

Cross-functional collaboration

On-call support

Problem solving

Planning & prioritisation

Tools

AWS CloudWatch

AWS EC2

RESTful APIs

Webhooks

Zendesk

Jira

MPEG-TS

SRT

Broadcast workflows

Job description

AI-Media (ASX:AIM) is a global leader in language and accessibility technology. Founded in Australia in 2003, we’ve grown to become one of the largest providers of AI-powered captioning, transcription and translation solutions. Our solutions combine the best of automation and human expertise, powered by industry-leading technology.

We work across broadcast, government, education and corporate sectors to make content accessible, multilingual, and inclusive - reaching audiences everywhere.

At AI-Media, we value innovation, integrity, and excellence. We act with accountability, deliver quality and service, and are committed to fostering a workplace that is inclusive, diverse, and barrier-free. With teams across the US, UK, Canada, Australia, and Asia, we believe diversity drives success. If you require any adjustments to participate fully in our recruitment process, we’ll work with you to meet your needs.

Together, let’s make the world’s content accessible - to everyone.

About the Role

Are you ready to join a fast-growing, ASX-listed company that’s shaping the future of AI-powered accessibility and language solutions? We’re looking for a Technical Support Engineer Level 3 to bring advanced technical expertise and problem-solving skills to our global team. This position can be performed on a hybrid basis.

In this role, you’ll:

• Serve as the senior technical escalation point for complex hardware, software and SaaS platform issues, using advanced troubleshooting and system architecture knowledge.
• Develop and maintain technical documentation for APIs, system integrations and platform functionality, while reviewing client configurations and recommending optimisation opportunities.
• Work directly with customers and collaborate with Product Development, Engineering, Technical Writing and Sales, including supporting on-call rotations to ensure timely issue resolution.

You’ll bring:

• 4+ years of technical support experience, preferably in a SaaS or broadcast technology environment.
• Experience with VM SaaS deployments and familiarity with MPEG-TS, SRT and related streaming protocols.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• A customer-first approach, taking ownership of issues and following through to practical solutions.
• Strong planning, prioritisation and problem-solving skills, with the ability to work effectively in a complex technical environment.
• Integrity, professionalism, resilience and adaptability, and a collaborative approach to working across teams.
• Proficiency with AWS hosted environments including use of CloudWatch and EC2; strong working knowledge of RESTful APIs, webhooks and integration principles; advanced troubleshooting, diagnostics, logging tools and interpretation of error messages; experience with Zendesk, Jira or similar technical support tools.

Experience using AI tools such as ChatGPT or Claude to enhance productivity and customer support; Experience in Grass Valley AMPP, MXL, TAMS or similar software based broadcast workflow enablers. Translation, transcription and audio-redubbing engines; Familiarity with broadcast workflows and equipment.

What AI-Media Offers You

• Career progression based on talent, not tenure, with tailored Career Chats
• Access to a rewards platform offering retail discounts and cash back, fitness and health videos, HelloFresh recipes and colleague recognition
• Flexible public holiday selection
• Access to Course Catalogue
• Paid parental leave for eligible primary and secondary caregivers
• Employee Assistance Program (EAP)
• Quarterly and Annual Global Recognition Awards
• Ongoing Annual Reviews to recognise achievements
• Global company with a supportive team culture and inclusive working environment
• Modern office located close to public transport
• Opportunity to contribute as we grow our product suite and deliver technology and human solutions to customers
• 4 weeks’ vacation and 10 paid sick days annually