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 issuesPassion 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.
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