Technical Support Specialist
Skills
BroadcastingCustomer ServiceDavinci ResolveEnglishHTMLIT EscalationRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 7+ years in a technical support role
- Experience in the media and entertainment industry
- Strong knowledge of post production media lifecycles and VFX workflows
- Excellent written and spoken English communication skills
- Customer first mindset
- Ability to teach learn and take initiative
- Flexible and adaptable approach to changing priorities
- Experience in broadcast or post production environments is a plus
- Familiarity with Adobe CC Davinci Resolve Cinema 4D or Nuke is a plus
Nice to have
- Workflow oriented
- Customer centric
- Adaptable
- Collaborative
- Proactive
- Mentor minded
Day to day
- Partner with Product Engineering and Customer Success to investigate recurring issues and identify root causes
- Support major feature releases through training QA documentation and clear internal communication
- Respond quickly to customer inquiries diagnose and resolve complex technical issues and lead live debug sessions
- Use support data to improve products refine workflows and strengthen customer success outcomes
- Mentor and coach the support team while building efficient customer centric processes and knowledge systems