Technical Support Engineer

Qube Cinema; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Qube Cinema is seeking a Technical Support Engineer to work with customers primarily in the United States and Latin America, with collaboration across territories. The role emphasizes strong communication and hands-on technical troubleshooting across Windows/Linux environments and network basics.

You will handle support tickets, guide customers to solutions, and contribute to knowledge base articles while maintaining ITIL-aligned processes.

Qualifications

• Experience in cinema industry required.
• Strong communication skills (verbal and written).
• Solid knowledge of TCP/IP, FTP, SNMP, and remote access tools.
• Experience with Windows and Linux system administration.
• Understanding of computer hardware configuration.

Responsibilities

• Be the first point of contact for customers to report issues and request support.
• Gather information and guide customers to solutions.
• Manage tickets in Halo and JIRA and escalate when needed.
• Prioritize tickets by impact and maintain SLA.
• Create knowledge base articles and contribute to ITIL processes.

Skills

Communication skills

Cinema industry experience

Networking basics

Windows admin

Linux admin

Problem solving

Tools

Halo ticketing

JIRA ticketing

Confluence

Remote tools

Job description

Technical Support Engineer

This role has been created to support our products mainly within the United States and Latin America but will also contribute to supporting products and projects in other territories. The position sits within a team based in the USA under the Technical Operations Department and reports to a local Technical Support Manager.

This role requires a high level of communications skills both verbal and written as there will be daily AAM customer and partner interaction.

Experience of working within the Cinema Industry is required along with good technical background on TCP-IP, FTP, SNMP, remote access tools, Windows and Linux operating system administration and a reasonable understanding of Computer hardware configuration.

The Technical Support Engineer has several key responsibilities internal to the company. Often working with other departments and liaising with AAM support partners. You will need to be flexible in your approach, able to prioritise work by impact and criticality to customer, as well as efficiently managing your time throughout the day.

Job Role:

Customer Communication

• First point of contact for AAM customers to report technical issues, request software licenses and seeking general support.
• Information gathering from customers about their support request and technical needs.
• Able to communicate with customers of differing technical ability and seniority.
• Ability to guide the customer to their solution using both written and spoken communication. Email is the primary form of communication but must be comfortable speaking to customers via phone and video calls.

Ticket Management

• Raising and managing support cases in the Halo and JIRA ticketing systems. Ensuring the correct classification and data is associated to each ticket. Where resolutions cannot be made without further observations then escape the issue accordingly to development / engineering / product / IT as needed
• Prioritisation of tickets based on importance, criticality, and impact to customers.
• Working on and resolving tickets within predefined service level deadlines.
• End-to-end trouble ticket ownership, progression, and resolution, irrespective of where this ticket goes within AAM

Technical Support

• Fault diagnosis of AAM products and attempted fix, either through communication with customer or direct intervention via remote tools.
• Fault log interrogation.
• Basic/Intermediate network fault finding for site connectivity as well as internal networks.
• Software bug reporting via internal escalation.
• Production of knowledge base articles on confluence system.
• Problem Management, Trend Analysis and Change Management as per ITIL

Data Integrity

• Monitoring of playback log collection.
• Update and management of customer data in company database.
• Onboarding customer sites to AAM cloud software products.