MPS Support & Deployment Specialist

Job Description: MPS Support & Deployment Specialists - Post Services - APAC

Position Overview:

We are seeking a highly skilled member to join our MPS Support and Deployment team. You will be instrumental in ensuring our tools empower filmmakers. Your core responsibilities will center on two key areas:

Delivering Best-in-Class Support: You will provide empathetic, domain-expert support to quickly and thoughtfully unblock productions, protecting their creative time while operating with deep regional and production context in mind. You should excel under pressure, possess exceptional client service skills, be a quick learner, and adapt swiftly to changing needs. Self-motivation and the ability to work independently or as part of a team are essential.

Strengthening the Feedback Loop: You will act as a vital bridge between users and developers by systematically gathering and synthesizing signals from daily support interactions. By translating these pain points into actionable feedback, that helps Product and Engineering partner on addressing regressions and real world impact.

Responsibilities:

Best-in-Class Support & Remediation: Serve as the operational front line, providing empathetic, high-trust support to quickly unblock productions and protect their creative time. You will take a holistic approach to troubleshooting, meeting users where they are to provide the right solution, not just a fast one.

Active Monitoring & Tool Management: Monitor all Content Hub MPS automated file transfers and system health via the global MPS Operations Dashboard. You will proactively identify potential issues to remediate them before they impact titles.

Dedicated Tool Support: Provide deep subject-matter expertise for core MPS tools, including Footage Ingest (including Auto Ingest), Media Library, Conform Pulls, and VFX Pulls, as well as tools currently under consideration like the Content Hub Automated Transcription Tool and Dailies Supported Clip Creation.

AI-Powered Feedback Loop: Systematically collect signals from productions and day-to-day interactions.

Cross-Functional & Regional Collaboration: Partner closely with Product and Engineering to identify and prioritize bug fixes and troubleshooting tools. You will also connect with regional Production Technology teams, utilizing your geographic location to inject deep local context, cultural insights, and workflow feedback directly into product development.

Requirements:

Experience: 3+ years of experience in post-production support, process management at a vendor, or studio/network support. Deep knowledge of content creation processes, on-set production, and post-production services.

Technical Proficiency: Familiarity with production and post-production software (e.g., Avid Media Composer, Adobe Premiere, FilmLight's Baselight, Colorfront OSD, Autodesk PIX & Flow Capture and Aspera) and workflows (e.g., dailies, VFX pulls, conform processes, review and approval ), particularly their color science aspects. Also, command-line proficiency and a basic understanding of APIs and how to interact with them.

Data & Infrastructure: Understanding of JSON, XML, CSV, and other commonly used data formats, as well as industry standards like ALE, EDL, MHL/ASC-MHL, and FDL. Familiarity with different storage infrastructures (local drives, SANs, cloud storage).

Availability: Ability to work nights, weekends, and other off-hours as needed to support productions across time zones and around the clock.