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Suite Studios is a fast-moving team solving challenges in the media and entertainment industry. The company has built a platform that enables teams to effortlessly store, share, and edit media files as if working from the same local drive, eliminating lengthy downloads and syncing issues and freeing artists to focus on creativity.
This Technical Support Specialist role is a leadership position within the support organization. You will partner with Product, Engineering, and Customer Success to identify and address root causes of recurring issues. You'll support major feature releases with training, QA, documentation, and internal communication, and provide insights from support data to inform product improvements and customer success initiatives.
Key responsibilities include driving and maintaining KPIs such as CSAT, SLA compliance, resolution time, and ticket backlog. You will establish and refine escalation protocols, workflows, and knowledge management systems to ensure consistent quality at scale. You'll mentor, train, and coach the Support team to build a high-performing, customer-centric organization. On the technical side, you'll 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.
The company prioritizes exceptional customer service and strong relationships. You'll work in a hybrid environment (Denver/Boulder area) with a small, collaborative team committed to going above and beyond for clients.
Benefits include best-in-class health & dental, unlimited paid time off, fitness & wellness stipend, and regular team events.
REQUIREMENTS:
- 7+ years in a technical support role in the media and entertainment industry
- Deep workflow expertise; comfort thinking through complexities of Post Production, Media lifecycles, and VFX
- Phenomenal communication skills with fluency in English (written and spoken)
- Customer-first mindset and attitude
- Passion for teaching and learning; hands-on doer mentality
- Flexibility and adaptability to adjust to new challenges as the company grows
- Impact-oriented mindset; desire to help shape company, culture, and product
- Nice to have: experience in broadcast or post production environments
- Nice to have: experience with Adobe CC, Davinci Resolve, Cinema 4D, Nuke
