Technical Support Lead

Job Description

Job Description

About Us

We are a small, fast-moving team with the mission to solve the biggest challenges facing the media and entertainment industry.

Suite enables teams to effortlessly store, share, and edit media files, just as if everyone were working from the same local drive. Teams can now forget about dealing with lengthy downloads or syncing issues, saving them countless hours / days on each project, freeing up artists to focus on their creativity.

At Suite, we prioritize exceptional customer service and support above all else and are committed to going above and beyond to exceed client expectations. Building strong relationships and providing unparalleled assistance are key to ensuring the success of our customers. If this sounds like an environment you would thrive in, come join us!

Who You Are

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.

You’re 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

Your Day-to-Day

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

Benefits at Suite :

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.

Compensation Range : $125K - $135K