About the role

  • 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

Job title

Technical Support Lead

Job type

Experience level

Senior

Salary

$125,000 - $135,000 per year

Degree requirement

Bachelor's Degree

Location requirements

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