Technical Support Lead

Technical Support Specialist

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