About the role
Customer Support Engineer role is to provide technical support to Stem Media's clients of Fonn Group products Saga and Mimir, in the APAC and Oceania region.
Key responsibilities
- Offer immediate and effective technical support for clients
- Identify, diagnose, and resolve technical problems, ensuring minimal downtime and disruption for clients
- Work to maintain high levels of client satisfaction, fostering long-term relationships
- Keep clients informed about the latest products, updates, and best practices to optimize their use of Saga, Mimir and Fonn Group products
- Actively gather and analyze client feedback to drive continuous improvement in product and service offerings
- Contribute to the creation and maintenance of support documentation, and share knowledge with clients through educational content
- Work closely with the product development teams to communicate client needs and feedback, influencing future product enhancements
- Conduct training sessions for clients on product features and best practices, ensuring effective adoption and usage
- Implement strategies to enhance customer loyalty and prevent churn
- Participate in technical discussions and demonstrations of the product for potential customers
About you
- Bachelor's degree in Computer Science, Information Technology, or related field
- Experience in a customer facing role, preferably supporting cloud-based applications as well as an understanding of traditional broadcast workflows and tools
- Deep understanding of cloud technologies, software systems, networking and their relationship to broadcast television and production environments
- Strong troubleshooting skills, with a methodical approach to problem-solving
- Experience with customer support tools and systems
- Ability to work flexibly in a dynamic, fast-paced environment
- Extensive backend experience with newsroom or media asset management platforms (Saga strongly preferred)
- Ability to quickly diagnose and resolve complex technical issues
- Passion for delivering exceptional customer service and support
- Strong technical background in on premise and cloud computing (AWS, Azure, GCP), and networking principles
About us
Stem Media is a Sydney-based broadcast and media technology company, founded in 2010 by people with long careers in television production. We are the Oceania partner for Fonn Group, a Norwegian media technology group. We supply, implement and support its platforms for broadcasters, newsrooms and media organisations across Australia, New Zealand and the wider APAC region. Those platforms include Saga, a digital-first newsroom and publishing platform, and Mimir, a cloud-native media asset management platform. We are a small, specialist team that works closely with our clients and with Fonn Group's product and engineering teams in Europe. That means the work is varied and hands-on, and it has a direct influence on how the products develop.