Technical Support Specialist (Media and Entertainment)

Location: Remote. A hybrid work environment with in-office and remote work is available for people located in the Denver/Boulder area.

Salary: $125,000–$135,000 annually, plus equity.

Company

hirify.global develops software that helps media and entertainment teams store, share, and edit media files without lengthy downloads or synchronization issues.

What you will do

• Partner with Product, Engineering, and Customer Success to identify recurring issues and address their root causes.
• Support major feature releases through training, QA, documentation, and internal communication.
• Analyze support data and maintain KPIs including CSAT, SLA compliance, resolution time, and ticket backlog.
• Establish escalation protocols, workflows, and knowledge-management systems for consistent support quality.
• Diagnose and resolve customer issues, lead live debugging sessions, and reproduce problems across applications and environments.
• Mentor, train, and coach the Support team while improving customer outcomes.

Requirements

• 7+ years of experience in a technical support role within the media and entertainment industry.
• Strong understanding of post-production, media lifecycles, and VFX workflows.
• Fluent written and spoken English and excellent communication skills.
• Customer-first mindset with the ability to teach, learn, adapt, and execute independently.
• Experience diagnosing and reproducing issues across a wide range of applications and environments.

Nice to have

• Experience in broadcast or post-production environments.
• Experience with Adobe Creative Cloud, DaVinci Resolve, Cinema 4D, or Nuke.

Culture & Benefits

• Small, fast-moving team focused on solving challenges in the media and entertainment industry.
• Best-in-class health and dental benefits.
• Unlimited paid time off.
• Fitness and wellness stipend.
• Hybrid collaboration option for people in the Denver/Boulder area.
• Weekly Taco Tuesday.