YOUR MISSION

As a Support Engineer at The Storytelling Company, you deliver vital, high-quality remote and client-facing support for both software and hardware components of our solutions, with a primary focus on Audio/Video (AV) systems.
While AV experience is beneficial, it is not a requirement - you’ll have opportunities to develop in this area on the job. More importantly, you bring sound social and communication skills, structured problem-solving abilities, and a talent for operational oversight in support environments. You demonstrate a proactive mindset and a propensity for de-escalation.
You’ll serve as a technical escalation point and are capable in taking ownership of team-level support operations. This includes tracking ticket resolution, monitoring SLA adherence, and escalating issues when deadlines or service expectations are at risk.
Strong communication remains central to this role: you’ll represent the support function with professionalism and clarity, both internally and in high-pressure client contexts. Your ability to de-escalate, mediate, and lead with empathy ensures trust and reliability in challenging moments.
You’ll work closely with our Product & Delivery teams to ensure that support aligns with broader client and business objectives. Furthermore, you’ll actively help drive improvements in support processes, coach junior colleagues, and help coordinate documentation and knowledge sharing across the team.
We value proactive thinkers who continuously look for ways to make things better; whether that’s through smarter workflows, better tooling, or operational insights. A proven passion for technology is a must.

ABOUT US

The Storytelling Company creates experiences that go beyond the ordinary. By shaping spaces and environments, we help our clients engage their audiences in ways that are memorable, meaningful, and true to their identity. Every project starts with curiosity, exploring new ideas, technologies, and perspectives to deliver fresh, innovative solutions. We push boundaries through bold creative concepts and cutting-edge technology.
We build strong partnerships with our clients to bring their vision to life, crafting each story with care and a deep awareness of its impact on people, brands, and the world around us.
Now, tell us, what’s your story

• Deliver hands-on support and serve as a 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 improvement across 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
• Collaborate closely with engineering and delivery teams to resolve cross-functional technical issues
• Promote structured documentation and knowledge transfer across the team
• Champion a client-centric support culture based on professionalism, diplomacy, and clear communication
• Support recruitment, onboarding, and mentorship of junior support team members