Senior Technical Support Specialist — Media & Post

Suite Studios Inc.; Boulder (CO); Hybride; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Best in class health & dental

Hybrid work environment

Unlimited paid time off

Fitness & wellness stipend

Taco Tuesday

Résumé du poste

Suite Studios Inc. in Boulder, CO is seeking a senior technical support specialist to join our fast-moving team in the media and entertainment space.

You will troubleshoot complex issues and partner with product, engineering, and customer success to improve the customer experience. A customer‑first, teaching mindset is essential; you’ll mentor the support team, drive KPI improvements (CSAT, SLA, response times), and help shape the product as the company grows.

Qualifications

• 7+ years in a technical support role within the media and entertainment industry.
• A workflow nerd who enjoys solving post production, media lifecycles, and VFX challenges.
• Exceptional written and spoken English communication skills with a customer-first attitude.
• You love teaching and learning, are a doer, and will roll up your sleeves to get things done.
• Flexible and adaptable as the company grows and evolves.
• You want to shape the company culture, product, and future. Bonus if you have broadcast/post production experience.
• Nice to have: experience with Adobe CC, Davinci Resolve, Cinema 4D, Nuke.

Responsabilités

• Partner with Product, Engineering, and Customer Success to identify root causes of recurring issues.
• Support major feature releases with training, QA, documentation, and internal communications.
• Provide insights from support data to inform product improvements and customer success initiatives.
• Drive KPIs such as CSAT, SLA compliance, resolution time, and ticket backlog.
• Establish and refine escalation protocols, workflows, and knowledge management at scale.
• Mentor and coach the Support team to build a high-performing, customer-centric group.
• Respond quickly to customer inquiries, diagnose issues, and reproduce client problems on various apps and environments.

Connaissances

Tech support in media

Workflow analysis

Excellent communication

Customer-first mindset

Teaching & mentoring

Adaptable to growth

Impact driven

Broadcast/post-prod exp

Outils

Adobe CC

DaVinci Resolve

Cinema 4D

Nuke

Description du poste

Suite Studios Inc. in Boulder, CO is seeking a senior technical support specialist to join our fast-moving team in the media and entertainment space.

You will troubleshoot complex issues and partner with product, engineering, and customer success to improve the customer experience. A customer‑first, teaching mindset is essential; you’ll mentor the support team, drive KPI improvements (CSAT, SLA, response times), and help shape the product as the company grows.