Sr. Technical Support Specialist

Job Description

About the Company

3Play Media is a profitable technology company revolutionizing how people consume online media. Our premium live captioning, transcription, audio description, and translation solutions serve over 10,000 higher ed, enterprise, media, and government customers. Established in 2007 at MIT Sloan, we've since expanded with headquarters in Boston, MA, and offices in Minneapolis, MN, and Calgary, AB.

About the Job

We’re seeking a proactive, analytical professional to deliver an outstanding product experience for our customers. Ensuring customer satisfaction is central to our success and requires thoughtful care, persistence, expertise, and a customer-first mindset.

In this role, you’ll engage directly with customers via our ticket management system to troubleshoot and resolve complex issues, provide valuable input for our product roadmap, and contribute to the growth and efficiency of our Support operations. You’ll collaborate closely with teams across the organization, including Development, Customer Success, and Sales.

The ideal candidate is a patient and resourceful problem solver with strong communication skills, ready to thrive in a dynamic, fast-paced environment that often demands task-switching. If you enjoy digging deep into technical challenges and are excited to grow with our evolving product offerings, this could be the perfect opportunity for you.

Duties and Responsibilities

• Provide advanced product support for complex issues across multiple channels (email, phone, etc.).
• Track, document, and monitor issues/feature requests to ensure timely resolution; escalate to appropriate internal teams (e.g., Product, Development, Operations).
• Identify and troubleshoot problem areas (both local and global).
• Communicate complex technical issues clearly to both technical and non-technical audiences.
• Prioritize customer needs and escalate when necessary.
• Serve as a subject matter expert on products and services for internal and external customers.
• Act as an escalation point for Technical Support Specialists.
• Collaborate with internal teams to maintain external knowledge base for customer self-service.
• Contribute to product development by identifying and reporting bugs.
• Provide customer feedback to internal teams to improve overall experience and product.
• Influence support processes and best practices to enhance troubleshooting for the frontline team.
• Meet or exceed individual/team performance metrics, quality standards, and customer requirements.
• Perform other duties as assigned.

Position Requirements

• Bachelor’s degree with 3-5 years of hands-on technical or customer support experience, preferably with Enterprise Software or SaaS solutions.
• Service-oriented and customer-focused attitude.
• Proven experience resolving highly technical and complex issues, with strong problem-solving skills and the ability to analyze application code.
• Preferred knowledge of online video platforms, live streaming, video encoders, web plugins, and/or captioning technology.
• Technical proficiency with tools and systems such as Google Suite, JIRA, Trello, and ticketing systems (e.g., Zendesk, HubSpot).
• Programming experience in Ruby and/or JavaScript and basic HTML.
• Ability to quickly learn new technologies and a self-starter mentality.
• Enthusiasm for solving technology-related problems and helping customers succeed.
• Strong analytical skills, attention to detail, and decision-making abilities.
• Excellent written, interpersonal, and phone communication skills for engaging with internal and external stakeholders.
• Effective time management skills with the ability to handle multiple priorities simultaneously.
• Willingness to participate in on-call rotations, including some holidays, to address urgent issues as they arise.
• Flexible to work shifts from 11:30 am to 8:00 pm OR 2:00 pm – 11:00 pm

Work Environment

We have an awesome work environment! Our team is hard-working, laid-back, and fun. There are no politics or wasteful meetings, and projects get done quickly and efficiently. The team is dedicated to building a successful company. We have a spacious office with lots of natural light located in the North End. The work we do is fun, engaging, and gratifying. Your work will have a direct impact on our company’s success.

Location 

3Play Media is located in Boston, MA –  North Washington St on the Green & Orange line near North Station. We are in the heart of Boston’s thriving North End District. We are located near some of the best restaurants and surrounded by Boston’s buzzing tech scene. 

Perks

• Professional growth and development opportunities
• Competitive compensation 
• Medical, Dental, and Vision benefits
• 401K matching program
• Paid vacation, birthday, volunteer days, and sick leave
• Disability and life insurance 
• Charitable contribution matching program 
• Transportation and lunch subsidies 
• Company-sponsored social events
• Snacks and beverages provided