Technical Support Specialist providing first - class technical assistance to Grubtech customers. Troubleshooting and resolving technical issues for platform, integration, and POS - related challenges.
About the role
- Technical Support Lead at Suite ensuring customer success with media storage, sharing, and editing solutions. Collaborating with Product, Engineering, and Customer Success for drove KPIs and quality support initiatives.
Responsibilities
- 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
- 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
Requirements
- 7+ years in a technical support role in the media and entertainment industry
- Workflow knowledge of Post Production, Media lifecycles, and VFX
- Phenomenal communication skills with fluency in English, both written and spoken
- Customer first attitude
- Love to teach and learn; doer and problem solver
- Flexibility and adaptability in changing environments
- Experience in broadcast or post production environments (nice to have)
- Experience with Adobe CC, Davinci Resolve, Cinema 4D, Nuke (nice to have)
Benefits
- Best in class health & dental
- Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility
- Unlimited paid time off
- Fitness & wellness stipend
- Taco Tuesday, every Tuesday
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