Production Support Engineer

Schedule: May require nights, weekends, and other off-hours based on production needs

The team operates on the critical path of production, providing day-to-day operational support, troubleshooting, domain expertise, workflow insights, and feedback to Product and Engineering teams. The ultimate goal is to resolve issues quickly and give filmmakers more time to focus on the creative process.

• Provide high-quality, empathetic technical support to production teams and filmmakers.
• Troubleshoot issues quickly while focusing on finding the right solution rather than simply the fastest solution.
• Help unblock productions and minimize disruption to creative workflows.
• Work independently as well as collaboratively with global and regional teams.

• Monitor Content Hub MPS automated file transfers and system health through the global MPS Operations Dashboard.
• Proactively identify potential issues and resolve them before they affect production.
• Provide subject-matter expertise across key MPS tools and workflows.

You’ll work with technologies and workflows involving areas such as:

• Footage Ingest / Auto Ingest
• Media Library
• Conform Pulls
• VFX Pulls
• Dailies
• Automated transcription and clip-creation workflows

• Gather feedback and recurring issues from production users.
• Translate production pain points into actionable information for Product and Engineering.
• Help identify bugs, regressions, workflow issues, and opportunities for improvement.
• Collaborate with regional Production Technology teams and provide local production and workflow context.

• 3+ years of experience in post-production support, production technology, process management at a vendor, or studio/network support.
• Strong understanding of content creation, on-set production, and post-production workflows
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• Experience supporting film/TV production environments or post-production facilities.
• Hands-on familiarity with tools such as:
• Color front OSD
• Autodesk PIX / Flow Capture
• Aspera
• Understanding of workflows including dailies, VFX pulls, conform, review/approval, and media ingest
  .
• Knowledge of color science / color workflows is highly valuable.
• Comfortable using the command line for troubleshooting and operational tasks.
• Basic understanding of APIs and API interactions
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• Familiarity with JSON, XML, CSV and other data formats.
• Knowledge of industry standards such as ALE, EDL, MHL/ASC-MHL, and FDL
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• Understanding of local storage, SAN, NAS, and cloud storage environments.
• Strong troubleshooting, communication, and customer-service skills.
• Ability to work effectively under pressure in a production-critical environment.
• Flexibility to support nights, weekends, and other off-hours when production needs require it.