Support Engineer, Cinema Support (Cinema)

TL;DR

Support Engineer, Cinema Support (Cinema): Supporting and troubleshooting hirify.global hardware, systems, software, and cinema products for dealers, integrators, field teams, and end customers with an accent on customer issue resolution, technical escalation, and product installation. Focus on diagnosing complex performance problems, managing multiple support cases, delivering technical training, and improving support documentation and processes.

Location: London, United Kingdom. The role includes participation in 24/7 on-call rosters, occasional work outside business hours, weekends, and bank holidays, as well as international travel.

Company

hirify.global develops entertainment technologies used across cinemas, smartphones, and other content creation, delivery, and playback environments.

What you will do

• Support customers, dealers, integrators, and field technical teams through phone, email, chat, and portal channels.
• Diagnose installation and operational performance issues by gathering targeted information and identifying root causes.
• Escalate unresolved technical issues to product management, engineering, and other internal teams.
• Log, prioritize, and manage multiple customer cases while maintaining accurate communication records.
• Deliver training on hirify.global technologies and products to customers, field teams, and internal staff.
• Contribute to support knowledge bases, technical documentation, test materials, and technical sales assistance.

Requirements

• At least 5 years of technical support experience, or 2 years with a bachelor’s degree.
• Experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar role.
• Strong customer service, collaboration, adaptability, transparency, and teamwork skills.
• Excellent written and verbal English communication skills for working with customers and colleagues with varied technical backgrounds.
• Strong problem-solving skills and the ability to work independently in a team environment.
• Availability for 24/7 on-call coverage, non-standard working hours, weekends, bank holidays, and required international travel.

Nice to have

• Salesforce CRM experience.
• Experience in or around motion picture theatres, post-production, cinema systems, or cinema workflows.
• Proficiency with Microsoft Office, Confluence, and other office software suites.
• Bilingual or trilingual communication skills.
• Interest in music, audio/video production, recording engineering, game or film audio, or acoustics.

Culture & Benefits

• Collegial culture with challenging entertainment technology projects.
• Flexible work approach supporting different ways of working.
• Opportunities for professional growth, technical development, and recognition.
• Compensation and benefits package.
• Work focused on improving customer experience and entertainment technology.