About UsWe 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 AreYou have 7+ years in a technical support role in the media and entertainment industryYou are a workflow nerd, and love thinking through the complexities of Post Production, Media lifecycles, and VFXYou have phenomenal communication skills with fluency in English, both written and spokenYou have a customer first and always attitudeYou love to teach, and you love to learn. You’re a doer, you roll up your sleeves and get stuff doneYou are flexible and adaptable, able to adjust to new challenges and environments as the company grows and evolvesYou 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 environmentsNice to have: experience with the following - Adobe CC, Davinci Resolve, Cinema 4D, NukeYour Day-to-DayPartner with Product, Engineering, and Customer Success to identify and address root causes of recurring issuesSupport major feature releases with training, QA, documentation, and internal communicationProvide insights from support data to inform product improvements and customer success initiativesDrive and maintain key KPIs such as CSAT, SLA compliance, resolution time, and ticket backlogEstablish and refine escalation protocols, workflows, and knowledge management systems to ensure consistent quality at scaleWork closely with the team to refine processes and leverage tools for better efficiency and effectivenessMentor, train, and coach Support team to build a high-performing, customer-centric teamQuickly respond to customer inquiries, diagnose and resolve issuesLead debug sessions on live calls and reproduce client issues using a wide range of applications and environmentsAid in all ways to ensure lasting success for our customersBenefits at Suite:Best in class health & dentalHybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility (for those located in the Denver/Boulder area)Unlimited paid time offFitness & wellness stipendTaco Tuesday, every TuesdaySome roles, such as internships, may not be eligible for certain benefits.
