Technical Support Specialist

Suite Studios

. Partner with Product, Engineering, and Customer Success to identify and address root causes of recurring issues .

Posted 10/6/2026full-timeBoulder • Colorado • United StatesSeniorLead💰 $125,000 - $135,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in technical support within the media and entertainment industry, focusing on customer success, process refinement, and team mentorship. Proficient in managing KPIs and utilizing tools to enhance operational efficiency and effectiveness.

Highest-signal resume keywords

Technical Support ExperienceCustomer Success ManagementKPI ManagementProcess ImprovementMentoring and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Post ProductionMedia LifecyclesVFXWorkflow OptimizationIssue DiagnosisDebugging

Soft Skills

Phenomenal Communication SkillsCustomer-Centric AttitudeFlexibility and AdaptabilityTeaching and Learning Mindset

Tools & Technologies

Adobe CCDaVinci ResolveCinema 4DNuke

Industry Keywords

Media and EntertainmentBroadcastCustomer SupportEscalation ProtocolsKnowledge Management

About the role

Key responsibilities & impact

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 customers

Requirements

What you’ll need

You have 7+ years in a technical support role in the media and entertainment industry
You are a workflow nerd, and love thinking through the complexities of Post Production, Media lifecycles, and VFX
You have phenomenal communication skills with fluency in English, both written and spoken
You have a customer first and always attitude
You love to teach, and you love to learn. You’re a doer, you roll up your sleeves and get stuff done
You are flexible and adaptable, able to adjust to new challenges and environments as the company grows and evolves
You are an impact maker and want to help shape the 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
Authorization to work in the United States without employer sponsorship is required by the application form

Benefits

Comp & perks

Best in class health & dental
Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility (for those located in the Denver/Boulder area)
Unlimited paid time off
Fitness & wellness stipend
Taco Tuesday, every Tuesday
Equity