Production Support Specialist

100% Remote, shifted schedules work local times zones typically.
Must be vaccinated

Must be detail oriented, a good communicator, and self-driven, empathy for Artists, want to help people, open to constructive feedback, excellent writing skills.

As a Production Support Specialist, you will play a critical role by providing remote technical support to a user base of internal employees, production, and media partners utilizing our studio technology and applications (Jira). You’ll do this as a part of a global support team for our studio technology. The NPS team ensures an exceptional experience for our users by providing remote support to critical production and media software while providing insight back to studio product teams to solve challenges with our technology as an advocate for the users that they support.

As a Production Support Specialist with a focus on animation, you will be tasked with assisting us with establishing new animation support within our team. Your top priorities will be managing technical issues, research, writing documentation for knowledge base and runbooks, analyzing trends and the impact of these issues with the ultimate goal of driving improvements in the Studio applications and overall user experience.

This position will require a strong background in either using, training, or supporting knowledge of animation software ToonBoom Harmony, Maya, Nuke, and Adobe Creative Cloud. The main responsibilities will be providing technical issue support and creating the knowledge base/support runbooks for tier 1 ongoing support of those products.

Subject matter expert of animation products and workflows as a part of the global Production Support team that provides user facing remote technical troubleshooting for our Studio Technology.
Receive incoming support request emails/tickets, and chat contacts from our Studio technology users.
Technical issue research, documentation, and root cause identification in animation tools and their configurations utilizing backend product logs and issues submitted by users.
Partner with engineering teams to identify the root cause and resolution of technical issues.
Compose technical documentation and support runbooks for the team’s knowledge base for ongoing tier 1 support. Ensuring a high level of support and interactions are maintained for our users.

Strong background in studio Animation software with at least 2-3 years of experience in a tier 2 level of technical support or technical director role.
Strong supporting or training experience of Nuke, Shotgun, and Maya software
Strong experience in writing technical documentation, and runbooks for support organizations.
Effective communication skills to partner with technical and non-technical stakeholders effectively in a remote environment and are proficient with phone, email, and computer-based support solutions (slack)

Nice to Have
Experience working with software support tools such as Story Board, Zendesk, JIRA, Confluence, Slack, avid, or similar products.

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