Technical Support Lead

Suite Studios • Boulder, CO

80d

About The Position

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!

Requirements

• 7+ years in a technical support role in the media and entertainment industry
• Phenomenal communication skills with fluency in English, both written and spoken
• Customer first and always attitude
• Ability to teach and learn, with a proactive approach to getting things done
• Flexibility and adaptability to adjust to new challenges and environments as the company grows and evolves
• Desire to make an impact and help shape the company, culture, and product

Nice To Haves

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

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 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

• 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

What This Job Offers

• Number of Employees: 11-50 employees