Technical Support Specialist

Suite Studios Inc.; Boulder (CO); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Best in class health & dental

Hybrid work environment

Unlimited paid time off

Fitness & wellness stipend

Taco Tuesday

Job summary

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.

Responsibilities

• 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.

Skills

Tech support in media

Workflow analysis

Excellent communication

Customer-first mindset

Teaching & mentoring

Adaptable to growth

Impact driven

Broadcast/post-prod exp

Tools

Adobe CC

DaVinci Resolve

Cinema 4D

Nuke

Job description

About Us

We are a small, fast-moving team with the mission to solve the biggest challenges facing the media and entertainment industry.

Suite enables teams to effortlessly store, share, and edit media files, just as if everyone were working from the same local drive. Teams can now forget about dealing with lengthy downloads or syncing issues, saving them countless hours/days on each project, freeing up artists to focus on their creativity.

At Suite, we prioritize exceptional customer service and support above all else and are committed to going above and beyond to exceed client expectations. Building strong relationships and providing unparalleled assistance are key to ensuring the success of our customers. If this sounds like an environment you would thrive in, come join us!

Who You Are

• You have 7+ years in a technical support role in the media and entertainment industry
• You are a workflow nerd, and love thinking through the complexities of Post Production, Media lifecycles, and VFX
• You have phenomenal communication skills with fluency in English, both written and spoken
• You have a customer first and always attitude
• You love to teach, and you love to learn. You’re a doer, you roll up your sleeves and get stuff done
• You are flexible and adaptable, able to adjust to new challenges and environments as the company grows and evolves
• You are an impact maker and want to help shape the company, culture, and product.
• You’re not looking for "just another job"
• Nice to have: experience in broadcast or post production environments
• Nice to have: experience with the following - Adobe CC, Davinci Resolve, Cinema 4D, Nuke

Your Day-to-Day

• Partner with Product, Engineering, and Customer Success to identify and address root causes of recurring issues
• Support major feature releases with training, QA, documentation, and internal communication
• Provide insights from support data to inform product improvements and customer success initiatives
• Drive and maintain key KPIs such as CSAT, SLA compliance, resolution time, and ticket backlog
• Establish and refine escalation protocols, workflows, and knowledge management systems to ensure consistent quality at scale
• Work closely with the team to refine processes and leverage tools for better efficiency and effectiveness
• Mentor, train, and coach Support team to build a high-performing, customer-centric team
• Quickly respond to customer inquiries, diagnose and resolve issues
• Lead debug sessions on live calls and reproduce client issues using a wide range of applications and environments
• Aid in all ways to ensure lasting success for our customers

Benefits at Suite

• Best in class health & dental
• Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility (for those located in the Denver/Boulder area)
• Unlimited paid time off
• Fitness & wellness stipend
• Taco Tuesday, every Tuesday Some roles, such as internships, may not be eligible for certain benefits.