Your Mission
As a Support Engineer at The Storytelling Company, you provide critical, high-quality remote and customer-focused support for both software and hardware components of our solutions, with a primary focus on Audio/Video (AV) systems and our own proprietary software.
While basic experience with AV is required, an expansion of experience in this area will be developed on the job. More importantly, you possess strong interpersonal and communication skills, structured problem-solving abilities, and a talent for maintaining operational oversight in support environments. You demonstrate a proactive mindset and a natural ability to de-escalate situations.
You act as a technical escalation point and are able to take ownership of support operations at the team level. This includes tracking ticket resolution, ensuring SLA compliance, and escalating issues when deadlines or service expectations are at risk.
Strong communication remains central to this role: you represent the support function with professionalism and clarity, both internally and in high-pressure client environments. Your ability to de-escalate, mediate, and lead with empathy builds trust and reliability in challenging situations.
You work closely with our Development & Delivery teams to ensure support aligns with broader client and business objectives. In addition, you actively contribute to improving support processes, coaching colleagues, and helping coordinate documentation and knowledge sharing within the team.
We value proactive thinkers who continuously look for ways to improve things - whether through smarter workflows, better tooling, or operational insights. A demonstrated passion for technology is essential.
Your Profile
Experience & Support Operations
- Provide hands-on support and act as the primary escalation point for complex incidents
- Monitor team ticket queues and ensure timely, high-quality resolution in line with SLAs
- Track KPIs, generate performance insights, and drive process improvements within support workflows
- Facilitate daily support operations, including ticket prioritization, load balancing, and incident escalation
- Represent the support team in internal planning and client-facing meetings with authority and clarity
- Work closely with engineering and delivery teams to resolve cross-functional technical issues
- Promote structured documentation and knowledge transfer within the team
- Foster a customer-focused support culture based on professionalism, diplomacy, and clear communication
- Support recruitment, onboarding, and mentorship of support team members
Experience & Support Operations
- Minimum of 5/6 years of experience in technical support, service engineering, or AV/IT service delivery
- Proven experience leading or coordinating support processes
- Ability to manage ticket queues, SLA tracking, and incident escalation
- Familiarity with ITIL-based workflows or similar structured support frameworks
Networking, Infrastructure & Availability
- Strong technical knowledge of corporate networking and disaster recovery strategies in IT; experience in AV is a strong plus
- Solid understanding of network technologies and hardware for preventive maintenance tasks (NetgearAV or CCNA is a strong plus)
- Experience maintaining high-availability networks and servers
Systems, OS & Application Troubleshooting
- Understanding of how applications interact across network, OS, and application layers
- Experience troubleshooting third-party or internally developed software using OS-level diagnostic tools (e.g., Event Viewer, resource monitoring, PowerToys/system snapshots, log files, network diagrams, rack diagrams)
- Demonstrable technical expertise in Windows environments, networking, and AV-related hardware
Tools & Platforms
- Experience with JIRA, RMM/monitoring tools (e.g., NinjaOne), and documentation platforms.
- AI understanding and knowledge is a big plus.
Communication & Client Interaction
- Strong communication skills and the ability to act confidently in high-pressure or escalated client situations
- Comfortable facilitating client meetings and taking the lead with a combination of technical and interpersonal skills
- Fluent in spoken and written English
Mindset & Collaboration
- Collaborative mindset with a passion for team success, operational excellence, and continuous improvement
Why Us?
- Be part of a creative and supportive environment where you have the freedom to take ownership, share ideas, and collaborate with driven colleagues
- Work with diverse teams and continue developing both professionally and personally
- Hybrid working environment, combining in-office collaboration with remote flexibility
- Competitive salary and annual bonus opportunity
- Meaningful work - contribute to award-winning immersive, Interactive Signage, and extended reality projects while helping shape technical support within the department
- Inclusive workplace - The Storytelling Company is an equal opportunity employer committed to creating an environment where everyone feels welcome, regardless of background, experience, or identity
