Technical Support Specialist

Role overview A Technical Support Specialist role at a small, fast-moving team whose mission is to solve the biggest challenges in media and entertainment by enabling teams to store, share, and edit media files as if on a single local drive. The role blends frontline customer support with product feedback, process building, and team coaching for customers in post-production, VFX, and adjacent media workflows.

Responsibilities - Partner with Product, Engineering, and Customer Success to identify root causes of recurring issues. - Support major feature releases with training, QA, documentation, and internal communication. - Share insights that inform product improvements and customer success initiatives. - Own key support KPIs such as CSAT, SLA compliance, resolution time, and ticket backlog. - Establish and refine escalation protocols, workflows, and knowledge management systems to scale quality. - Lead debug sessions on live calls and reproduce client issues across a range of applications and environments.

Requirements - 7+ years in a technical support role in the media and entertainment industry. - Deep familiarity with post-production workflows, media lifecycles, and VFX. - Strong written and spoken English communication skills. - A customer-first mindset combined with a hands-on, doer mentality. - Comfort mentoring, training, and coaching teammates.

Nice to have - Experience in broadcast or post-production environments. - Experience with Adobe CC, DaVinci Resolve, Cinema 4D, or Nuke.

Benefits and work setup - Health and dental coverage. - Hybrid work environment for candidates in the Denver/Boulder area, balancing in-person and remote work. - Unlimited paid time off. - Fitness and wellness stipend. - Weekly team lunches (Taco Tuesday, every Tuesday).