Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
May 21, 2026
Full Job Description
đź“‹ Description
- • Provide advanced technical support to media and entertainment clients, resolving complex issues related to media file storage, sharing, and editing workflows within Suite’s platform.
- • Serve as the primary point of contact for escalated customer inquiries, conducting live debug sessions and reproducing issues across diverse media workflows, including Post Production, VFX, and media lifecycle environments.
- • Collaborate directly with Product, Engineering, and Customer Success teams to identify root causes of recurring technical issues and drive actionable solutions that improve product stability and user experience.
- • Lead the quality assurance process for major feature releases, creating training materials, internal documentation, and communication plans to ensure smooth adoption by customers and internal teams.
- • Analyze support data trends to extract insights that inform product improvements, feature prioritization, and customer success strategies.
- • Maintain and optimize key performance metrics including CSAT, SLA compliance, average resolution time, and ticket backlog to ensure consistent, high-quality customer service.
- • Design, implement, and refine escalation protocols, support workflows, and knowledge management systems to scale support operations effectively as the company grows.
- • Mentor, train, and coach junior support staff to build a high-performing, customer-centric team grounded in proactive problem-solving and empathy.
- • Rapidly respond to customer inquiries via multiple channels, diagnosing and resolving technical issues related to media software integrations and cross-platform compatibility.
- • Work extensively with industry-standard applications including Adobe Creative Cloud, DaVinci Resolve, Cinema 4D, and Nuke to troubleshoot client-specific media workflows.
- • Act as a liaison between customers and internal teams, translating real-world usage challenges into clear, actionable feedback for product development.
- • Drive continuous improvement in support efficiency by identifying and leveraging tools, automation, and best practices to reduce response times and increase first-contact resolution.
- • Foster strong, long-term customer relationships by demonstrating deep understanding of media production workflows and delivering personalized, consultative support.
- • Contribute to shaping company culture and product direction by actively participating in cross-functional meetings and offering frontline insights from customer interactions.
- • Maintain up-to-date documentation of solutions, common issues, and troubleshooting steps to ensure team-wide knowledge consistency and faster resolution times.
- • Adapt swiftly to evolving company priorities, technological changes, and expanding product capabilities, remaining flexible and proactive in a fast-moving environment.
- • Promote a customer-first mindset across all interactions, consistently going above and beyond to exceed client expectations and ensure lasting success.
- • Participate in team rituals and initiatives such as Taco Tuesday to build camaraderie and reinforce a culture of appreciation and collaboration.
🎯 Requirements
- • 7+ years of experience in a technical support role within the media and entertainment industry
- • Deep understanding of Post Production, media lifecycles, and VFX workflows
- • Fluency in written and spoken English with exceptional communication skills
- • Proven customer-first attitude with a passion for teaching and learning
- • Ability to reproduce and diagnose technical issues using Adobe CC, DaVinci Resolve, Cinema 4D, or Nuke
- • Experience driving KPIs such as CSAT, SLA compliance, and resolution time
🏖️ Benefits
- • Best in class health & dental coverage
- • Hybrid work environment with options for in-office collaboration in Denver/Boulder area
- • Unlimited paid time off
- • Fitness & wellness stipend
- • Taco Tuesday, every Tuesday
Skills & Technologies
Remote
About Suite Studios Inc.
Suite Studios Inc. operates a global network of high-end content production studios, providing turnkey spaces, equipment and support for film, photography and brand activations. Founded in 2018, the company combines modular stages, on-site post-production suites, hospitality services and proprietary booking technology to serve agencies, studios and creators. Studios span Los Angeles, New York, London, Paris and Tokyo, each designed to streamline shoots from concept through delivery while reducing logistics overhead.
Get more remote jobs like this
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
