Technical Support Specialist

🕒 May 19

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Suite Studios

WebsiteLinkedInAll Job Openings

11 - 50 employees

📱 Media

☁️ SaaS

💰 $3.5M Seed Round on 2023-02

Media • Software • SaaS

Suite Studios is a cloud storage solution designed for creative teams, offering the performance of local file management while leveraging the benefits of cloud technology. It provides real-time access to media assets, streamlining collaboration and enhancing productivity for projects in various creative fields. With Suite, teams can focus more on their creative processes rather than dealing with media management issues, enabling faster project delivery and efficient workflows.

📋 Description

• 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

🎯 Requirements

• 7+ years in a technical support role in the media and entertainment industry • Workflow nerd, and love thinking through the complexities of Post Production, Media lifecycles, and VFX • Phenomenal communication skills with fluency in English, both written and spoken • Customer first and always attitude • Love to teach, and love to learn. • Flexible and adaptable, able to adjust to new challenges and environments as the company grows and evolves • Impact maker and want to help shape the company, culture, and product. • 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

🏖️ 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*****Some roles, such as internships, may not be eligible for certain benefits.