Technical Support Specialist

About the Company

Suite enables teams to effortlessly store, share, and edit media files, just as if everyone were working from the same local drive. We prioritize exceptional customer service and support above all else to solve the biggest challenges facing the media and entertainment industry.

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
• Mentor, train, and coach the 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

Requirements

• 7+ years in a technical support role in the media and entertainment industry
• Deep understanding of Post Production, Media lifecycles, and VFX workflows
• Phenomenal written and spoken English communication skills
• Customer-first attitude and ability to adapt to evolving environments

Preferred Qualifications

• Experience in broadcast or post production environments
• Experience with Adobe CC, Davinci Resolve, Cinema 4D, or Nuke

Benefits

• Best in class health & dental
• Unlimited paid time off
• Fitness & wellness stipend
• Taco Tuesday