Technical Support Specialist UK - Suite Studios

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"
• 
  HNice to have

experience in broadcast or post production environments

• 
  HNice 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