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About the Role

Our support ticket volume has grown significantly as the studio has scaled, and it isn't going back down. We need a dedicated front-line owner whose first instinct is great customer care: someone who makes artists and staff feel heard, communicates clearly, and follows through until the problem is actually solved. You'll have enough dev skill to fix straightforward issues yourself and the judgment to escalate complex ones with clear context. When queues are quiet, your focus shifts to QAing dev tools before release and maintaining documentation.

Responsibilities

Front-line resolution: buffer between the dev team and everyone who needs a quick fix.
Resolve tickets directly with genuine customer care, document the fix, and keep release schedules predictable.
License and access management: create and manage software licenses, and triage and manage easy-to-fix tickets involving logging and access issues.
Trend analysis: spot patterns, flag holistic pipeline issues, and turn problems that get re-solved individually into permanent fixes.
Tooling QA and documentation: QA dev tools before they reach team members and maintain a consistent, current documentation standard.
Triage, resolve, and document incoming support tickets across our pipeline tools and systems.
Create and manage software licenses, and triage and manage easy-to-fix logging and access tickets.
Escalate complex issues to the right engineer with clear reproduction steps and context.
Analyze ticket trends and propose permanent fixes for recurring problems.
QA new and updated dev tools before release.
Maintain and improve end-user documentation, keeping a consistent style across the team.
Communicate with artists and staff in plain language, with patience and care.

Requirements

Strong customer service mindset with patience and professionalism, especially with non-technical users.
Experience in technical support, dev support, or a similar user-facing role.
Scripting or development skills (Python preferred) sufficient to diagnose and fix straightforward issues independently.
Strong written communication and documentation skills.
Ability to prioritize a busy queue and know when to escalate.
Familiarity with animation or games studio tools such as Maya, Unreal Engine, ShotGrid, or Toon Boom Harmony.
Experience with ticketing systems and support workflows.
QA or testing experience.
Experience identifying trends in support data and reporting on them.

Skills

Customer service
Technical support
Dev support
Scripting
Python
Written communication
Documentation
Prioritization
Escalation
Maya
Unreal Engine
ShotGrid
Toon Boom Harmony
Ticketing systems
Trend analysis

Location

Sydney
Parramatta CBD

Work Type

Flexible work arrangement
Work from home options
Flexi-hours

Experience Level

Senior

Benefits

A role with visible impact across the entire studio, every single day
Variety: support, QA, documentation, and detective work in equal measure
A pathway to grow alongside a scaling tech team
A tight-knit team of high performers who want to make cool things and have fun along the way
A casual and fun office environment where individual input is valued.
Regular work functions and free entry to conventions and events.

About the Company

We are a creative entertainment company based in Sydney.
We make IP-driven products that fans love spanning animation, consumer products, publishing, games and licensing.
Our tech team builds the pipelines and tools that keep our artists and production teams working.