Developer Support Specialist

About Our Company

Based in Sydney, we are a creative entertainment firm crafting beloved IP-driven content across animation, consumer products, publishing, games, and licensing. Our tech team develops the essential pipelines and tools that keep artists and production efficient as we grow.

Role Overview

With studio growth driving an increase in support tickets that currently disrupt senior engineers' work, this role aims at owning front-line user support. You will deliver excellent customer service to artists and staff, fixing straightforward issues independently and escalating complex problems with clear communication. When ticket volume is low, your focus shifts to quality assurance of development tools before release and maintaining comprehensive technical documentation.

Key Responsibilities

• Directly handle, resolve, and document support tickets related to pipeline tools and systems.
• Manage software licenses and handle simple login and access problems efficiently to reduce engineers' interruptions.
• Identify recurring issues by analyzing ticket trends and propose long-term solutions.
• Perform QA testing of development tools prior to deployment to catch issues early.
• Maintain high-quality, consistent documentation standards for end-users across the tech team.
• Communicate clearly and patiently with users, ensuring they feel supported and problems are fully resolved.

Success Metrics for Year One

• Significant reduction in support interruptions for senior engineers.
• Quicker resolution times with fewer tickets left open beyond one week.
• Conversion of recurring issues into documented permanent fixes.
• All developer tools released with a QA pass and up-to-date documentation.
• Artists and staff trust and know exactly who to approach for support.

Who You Are

You are a natural helper with solid technical skills and enjoy assisting people, maintaining patience during frustrations, and only consider tickets closed when users are fully unblocked. You can script and debug to solve routine issues and understand when to escalate.

Strong written communication and pride in clear, user-friendly documentation are essential.

Essential Qualifications and Skills

• Exceptional customer service approach with patience and professionalism, especially around non-technical users.
• Prior experience in technical support, developer support, or similar front-facing roles.
• Proficiency in scripting or development, preferably Python, capable of independently diagnosing and fixing straightforward problems.
• Strong written communication and documentation abilities.
• Ability to effectively prioritize a demanding queue and escalate issues when necessary.

Preferred Qualifications

• Knowledge of animation or game production tools such as Maya, Unreal Engine, ShotGrid, or Toon Boom Harmony.
• Familiarity with ticketing systems and support workflow management.
• Experience in QA or software testing.
• Skills in recognizing patterns within support data and reporting findings.

What We Offer

• A role that directly impacts the entire studio daily.
• Diverse responsibilities blending support, QA, documentation, and investigative tasks.
• Opportunities for growth within a scaling technical team.
• A collaborative, motivated team focused on creating exciting projects and enjoying the process.