Lead Technical Support Engineer

"The AI company that's revolutionizing Hollywood"

Flawless is shattering the boundaries of traditional filmmaking with its groundbreaking suite of Gen AI film editing tools. Our mission is to empower filmmakers with cutting-edge technology that allows creativity without compromise, expands storytelling possibilities, and delivers unparalleled visual and emotional experiences. 

We are also setting new standards in ethical AI by creating the Artistic Rights Treasury (A.R.T.), a rights management solution designed to protect artists and rights holders within the Entertainment landscape.

Reports to:

Head of Information & Security: Paul McCourt

What we are looking for:

We’re looking for a Lead Technical Support Engineer who thrives on solving complex IT challenges and is passionate about delivering top-notch support to teams. This role is perfect for someone who blends deep technical expertise with strong leadership skills, and who loves empowering others to do their best work.

Responsibilities

• Plan, organise, control, and evaluate IT operations and projects
• Monitor and analyse system and service performance metrics
• Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance
• Design, develop, implement, and coordinate systems, policies, and procedures
• Ensure security of data, network access, and backup systems
• Act in alignment with user needs and system functionality to contribute to organisational policy
• Identify problematic areas and implement strategic solutions in a timely manner
• Audit internal systems, services for security and effectiveness
• Preserve assets, information security, and control structures
• Handle annual budget and ensure cost-effectiveness
• Provide first-line support to end-users facing issues with hardware, software, networking, and other computer-related technologies
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to higher-level staff
• Log all help desk interactions and guide users through problem-solving processes
• Install, modify, and repair computer hardware and software
• Run diagnostic programs to resolve problems
• Gain feedback from colleagues and external users about the services provided by the department 

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent work experience
• Proven working experience in a senior support role
• Strong technical knowledge and hands-on experience with computer networks, network administration, and network installation
• Experience in tier one support, including troubleshooting and resolving a wide variety IT issues
• Excellent problem-solving and analytical skills
• Strong leadership and decision-making skills
• Excellent written and verbal communication skills
• Ability to manage a team and work under pressure
• Certifications in relevant IT fields are an advantage
• Entertainment and Media industry experience an advantage but not necessary
• Experience with managing a medium-sized environment featuring a hybrid of Windows and macOS.

Preferred Qualifications

• Advantageous to have advanced working knowledge of some of the following: the implementation and administration of Linux (Rocky, CentOS, Ubuntu, AWS), Crowdstrike, AWS, Azure, GCP, Google Workspace, Unifi Networks, Atlassian suite, M365, Okta, EntraID, InTune

Interview Process:

At Flawless, our team and interview process want to help you show your best self. We’ll dive into past projects and simulate working together.

Our interview process is three rounds with some casual Zoom (or in-person) coffee in between to get to know each other: 

- Recruiting Screen: 30-45 minute call with our recruiting team (We want to discuss your interests and motivations as well as the practical details and make sure that Flawless would be a good fit for you)

- Hiring Manager Screen: 45-60 minute call focussing on your problem solving and troubleshooting skills

- Final Interviews: 1.5hours onsite Interview where you will meet a variety of your potential future colleagues as well as show us your technical skills in more detail.

Your Recruiter and hiring manager will be your main point of contact and prepare you for interviews. You’ll meet 4 to 6 people from across the business. (We make sure that you have time in each interview to ask them questions). If we don’t give an offer, we’ll provide feedback!

Why work at Flawless?

You will be working in an environment based on trust, autonomy and collaboration, and this is a great opportunity for someone who wants to be part of a growing company in its most exciting stage of development. You can play a part in shaping the future of a company that’s caring, creative and collaborative.

In addition to this, you'll also receive: 

- Autonomy

- A hybrid working environment

- Competitive Salary

- Stock Options

Flawless is proud to emphasize an equal opportunity, safe environment for people to do their best work. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.