Technology Experience Specialist, Studio

Serve as the primary point of contact for users seeking technical assistance Responsible for learning how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning Prioritize managing technical issues, triage/research bugs, be a part of incident/outage management workflows, escalate issues to appropriate partner groups, and develop/sustain robust documentation to create a positive knowledge base experience Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed Recommend and/or implement experience improvements, make feature requests, and proactively seek out opportunities to create self-service solutions, productivity enhancements, and other innovative support strategies Identify and link Zendesk tickets that show a pattern of behaviour/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space Ensure that our users interact with us at the highest quality technical support partnership while engaging in our organization's strategy to learn from user experience Engage and work with our global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience and partner teams, using compassionate and thoughtful feedback/ideas Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed Flex to support any of our Studio tools as business needs evolve, building working knowledge of each Studio's applications, workflows, and data structures as needed Support a global base of users, vendors, and partners across the Studio ecosystem, each with varying levels of technical expertise Participate in, and contribute to, regular team meetings to stay current on emerging issues, product updates, and technical changes within Studio support Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools Robust documentation mindset, translating the information into knowledge-base articles and/or user stories Flexibility in working hours to help meet the needs of the business Comfort ramping up quickly across a range of Studio applications and workflows; prior experience in a specific Studio tools (e.g., Localization, Production Planning, Marketing/Promo tooling) is a nice-to-have, though we're prioritizing broad, adaptable capabilities over narrow specialists Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms; including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience Consistently developing your skill set while seeking out opportunities to learn Collaborative through listening, seeking to understand, and supporting Fluency in English (business level) Demonstrated curiosity about emerging technologies and automation, including GenAI tools like Claude Cowork and MCP-based workflows, with a willingness to adopt new approaches to accelerate triage, drafting, documentation, and root-cause analysis from day one