We are looking for a Senior Media Technical Support Analyst to support file-based media workflows within a leading global media and entertainment organization.

You will troubleshoot technical issues across media processing, transcoding, quality control, content delivery, cloud infrastructure, and media supply chain workflows, working closely with users, engineering teams, and technology partners.

This role is ideal for someone with a strong combination of media/broadcast knowledge and technical troubleshooting skills.

Key Responsibilities

• Provide technical support for media technology platforms and file-based workflows.
• Troubleshoot issues involving video, audio, subtitles, transcoding, encoding, QC, and content delivery.
• Work with engineering teams to investigate complex issues and validate solutions.
• Analyze and manipulate media workflows using APIs, JSON/XML, command-line tools, and scripting.
• Support media processing and transcoding platforms in production environments.
• Troubleshoot Linux/Windows servers, cloud infrastructure, storage, and networking issues.
• Maintain technical documentation, escalation procedures, and troubleshooting runbooks.
• Perform Root Cause Analysis (RCA) and document solutions to recurring issues.
• Communicate clearly with technical and non-technical stakeholders and manage support cases through tools such as Jira and Slack.

Required Qualifications

• 3+ years of relevant professional experience in media technology, broadcast engineering, media operations, video processing, technical support, or a related field.
• Strong understanding of file-based media workflows and content supply chains.
• Hands-on knowledge of video, audio, subtitles/captions, codecs, and media containers.
• Experience with transcoding, encoding, or media quality control (QC).
• Strong Linux troubleshooting skills.
• Working knowledge of AWS, GCP, or Azure.
• Experience with APIs, JSON/XML, and command-line tools.
• Experience with scripting or automation, preferably Python or PowerShell.
• Strong problem-solving and troubleshooting abilities.
• Excellent English communication and customer-service skills.
• Ability to work independently in a fast-paced production environment.

Nice to Have

• Experience with AWS-based media workflows or cloud transcoding.
• Knowledge of IMF, Dolby Vision, Dolby Atmos, or subtitle/caption formats.
• Experience with media asset management, cloud/object storage, or NAS.
• Familiarity with professional media tools such as Avid, Adobe, or Apple Pro Apps.
• Experience working with globally distributed Agile/Scrum teams.

Education

A Bachelor’s degree in Computer Science, Engineering, Media Technology, Broadcast Engineering, or a related field is preferred.

What Makes a Strong Candidate?

The ideal candidate is someone who understands how media moves through a technical content pipeline, can troubleshoot both the media and infrastructure sides of a problem, and can work effectively with engineering teams to keep critical workflows running reliably.