Sr. Production Support Specialist, Innovation

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Bring your technical and problem solving skills here to work directly with our customers deploying our breakthrough Camera to Cloud technology.

About Frame.io

Frame.io is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world.

We’re backed by Accel, FirstMark, Insight Partners, SignalFire, Jared Leto, and a host of other amazing investors. Our market-leading product is used and loved by companies such as Turner, Disney, NASA, Snapchat, BBC, BuzzFeed, TED, Adobe, Udemy, and many more.

We’re in an exciting period of growth and are always seeking extremely talented and passionate individuals who share our vision for helping visual content creators produce their best work.

About the Role

Buckle up, this is the fast-paced, creative, innovative opportunity you’ve been looking for! The Frame.io Production Technology team wants a forward-thinking, hands-on, and creative partner to support our customers with production applications of Frame.io.

As Sr. Production Support Specialist, you will be working directly with our productions deploying our breakthrough Camera to Cloud technology. Your technical and problem solving skills will help our customers deploy C2C productions, design workflows, participate in web or live demos, and serve as tech support to solve field problems as they arise. You will be working with the rest of the Innovation team to put cutting-edge workflows into working practice with high-level customers. You will also be working closely with the Sales team to support new C2C customers as well as the C2C Partnerships Manager team to develop and deploy new workflows as new C2C integrations are released.

The Sr. Production Support Specialist will act as a partner for Frame.io customers and their productions and serve as their point of contact for production-based workflows. You’ll be responsible for making sure customers understand the workflows and are equipped to succeed. This will involve working with the on set crews, production teams, and post production teams.

If you are excited by supporting and deploying groundbreaking, innovative workflows in the high stakes environment of the production set, this role is for you!

Requirements

• 5-10 years of relevant industry experience on set, at a production house, rental house, or studio in the media/technology space
• Keen interest in SaaS technologies and interest in building cutting edge production and post-production workflows
• Customer facing experience with on set production technologies, SaaS technologies, and/or post-production technologies
• Excellent listening and communication skills (written and verbal)
• A strong sense of customer empathy and confidence in presentation settings
• Ability to notice and retain details, think on your feet, problem-solve, and articulate actionable items based on customer needs
• Familiarity with: building and using advanced video signal flows, basic functionality of most commonly used professional cameras (RED, ARRI, SONY, Canon, Panasonic, etc), remote networking (ie, setting up internet on the set)
• Understanding of roles and responsibilities of crew members on the set across production spaces (cinema, television, commercial, brand, sports, etc)
• Enthusiasm and drive to work in a startup environment with low ego and high flexibility

Responsibilities

• Work with the rest of the Innovation team to prepare high-level customers for Frame.io enabled workflows, including training, testing, prep, and setup
• Provide white-glove support experiences throughout the customer’s production process
• Interact with all levels of the customer’s production and post production organization to ensure all team members have sufficient training to use and be successful with the product
• Represent and champion your customers’ needs within Frame.io and make sure those needs are met
• Be the go-to resource for our customers as a source of objective industry insight

Benefits

• Competitive salary and equity
• Paid parental leave for primary or secondary caregivers
• Unlimited PTO and designated Volunteering paid time off
• Yearly stipend for learning and development
• Medical, Dental, Vision Insurance and OneMedical membership
• Flexible Spending Account
• Monthly Work from Home Stipend
• 1 paid company-wide holiday for each month in the calendar year
• All-company week-long winter and summer breaks

Our Philosophy

Our philosophy is simple. At Frame.io, we believe that working with people of different backgrounds and perspectives allows us to elevate each other and helps us build a better product for our users.

We’re proud to be an equal opportunity employer, and are committed to providing all employees with a work environment that celebrates individuality and remains free from any form of discrimination and harassment. We base our employment decisions on the needs of our business, job requirements, and applicants' qualifications. In other words, we only care that you’re the best person for the job.