Technical Support Specialist at Pixelogic Media Partners, LLC

📍 Job Overview

Job Title: Technical Support Specialist
Company: Pixelogic Media Partners, LLC
Location: Giza, Al Jīzah, Egypt
Job Type: On-site
Category: Technical Support & Customer Success
Date Posted: 2025-06-17
Experience Level: 2-5 years

🚀 Role Summary

Pixelogic Media Partners, LLC is seeking a Technical Support Specialist to join their global team. In this role, you will become an expert on Pixelogic's product suite, focusing on their Platform/Toolset, and grow your knowledge over time. You will work directly with customers to troubleshoot and optimize their use of Pixelogic platforms, acting as an escalation point for critical technical issues. By learning how their largest customers use Pixelogic tools daily, you will become the voice of the customer to their Product and Development Teams. This role offers opportunities for technical and professional development, as well as collaboration with various internal teams such as Engineering, R&D, DevOps, and Security.

📝 Enhancement Note: This role requires a strong problem-solving mindset, excellent communication skills, and the ability to work effectively with both technical and non-technical stakeholders.

💻 Primary Responsibilities

Customer Support: Troubleshoot and resolve customer issues related to Pixelogic platforms, ensuring customer satisfaction and retention.
Expertise Development: Become an expert on Pixelogic's Platform/Toolset and other relevant systems, staying up-to-date with new features and updates.
Collaboration: Work closely with internal teams, such as Engineering, R&D, DevOps, and Security, to improve support processes, measurements, and beta new approaches/technologies.
Process Improvement: Identify areas for improvement in support processes and drive streamlining efforts to enhance the customer experience.
Training & Onboarding: Assist in onboarding new team members, providing training and support to help them grow and develop within the team.

📝 Enhancement Note: This role requires a high level of autonomy and the ability to manage multiple priorities and dependencies effectively.

🎓 Skills & Qualifications

Education: A Bachelor's degree in computer science, Business, or a related discipline is required.

Experience:

3-5 years of experience in project management, with a focus on application/platform support.
3-5 years of experience in the media and entertainment industry.
Experience with Digital Asset Management and/or Media Asset Management Systems.
Experience supporting organizational platforms and SaaS platforms.

Required Skills:

Strong analytical skills and a sense of ownership.
Excellent communication skills to collaborate with teams, users, and customers, globally.
Intermediate understanding of the Software Development Life Cycle.
Agile and Waterfall methodology experience.
Ability to control chaos even in the face of uncertainty.
Ability to balance multiple, and at times competing, priorities and dependencies with data-driven timelines.

Preferred Skills:

Knowledge of industry best practices.
Deep knowledge of the Digital Supply Chain as it pertains to Media and Entertainment.
Experience in event/incident/problem/change/project management leveraging JIRA, Confluence, Zendesk, or other project management/ticketing tools/platforms.
Knowledge of various file formats and codecs with a focus on video and audio.

📝 Enhancement Note: While a technical background is not required, candidates should have a strong interest in learning and developing their technical skills in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your problem-solving skills and customer support experience through case studies or success stories.
Showcase your ability to work with various file formats and codecs, with a focus on video and audio.
Highlight your experience with project management tools, such as JIRA, Confluence, or Zendesk.

Technical Documentation:

Provide examples of your ability to document technical issues, troubleshooting steps, and resolutions.
Demonstrate your understanding of software development life cycles and methodologies, such as Agile and Waterfall.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not provided. However, based on market research for technical support roles in Egypt, the estimated salary range is EGP 15,000 - 25,000 per month (USD 860 - 1,430).

Benefits:

Private Medical Insurance.
Social Insurance.
Paid Time Off.
Training & Development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Pixelogic Media Partners, LLC operates in the media and entertainment industry, focusing on digital supply chain, strategic initiatives, and global operations.

Company Size: As a global company, Pixelogic Media Partners, LLC has multiple locations and a diverse team, providing opportunities for collaboration and growth.

Founded: The company was founded in 2008, with a focus on providing innovative solutions for the media and entertainment industry.

Team Structure:

The global technical support team works closely with various internal teams, such as Engineering, R&D, DevOps, and Security, to support Pixelogic's vision of global operations and digital supply chain.
The team is responsible for supporting global tools and applications leveraged by Pixelogic Media.

Development Methodology:

The team follows Agile and Waterfall methodologies to manage projects and ensure efficient problem-solving and resolution.
Collaboration and communication are key aspects of the team's development methodology.

Company Website: Pixelogic Media Partners, LLC

📝 Enhancement Note: Pixelogic Media Partners, LLC values collaboration, innovation, and customer success, providing an environment where technical support specialists can grow and develop their skills.

📈 Career & Growth Analysis

Technical Support Career Level: This role is suited for an intermediate technical support specialist with 3-5 years of experience in project management and application/platform support. The role offers opportunities for growth and development within the technical support and customer success fields.

Reporting Structure: The Technical Support Specialist reports directly to the Manager, Global Technical Support.

Technical Impact: In this role, you will have a direct impact on the customer experience by resolving technical issues and driving process improvements. Your work will also influence the development of Pixelogic's platforms and tools, as you act as the voice of the customer to the Product and Development Teams.

Growth Opportunities:

Technical Skill Development: This role offers opportunities to develop your technical skills in areas such as Digital Asset Management, Media Asset Management, and SaaS platforms.
Leadership Potential: As the team grows, there may be opportunities for team members to take on leadership roles and mentor new team members.
Cross-functional Collaboration: Working with various internal teams provides opportunities to learn about different aspects of the business and expand your skillset.

📝 Enhancement Note: This role offers a unique opportunity to grow both technically and professionally, with a focus on customer success and process improvement.

🌐 Work Environment

Office Type: Pixelogic Media Partners, LLC has multiple global locations, with this role based in Giza, Egypt. The office environment is collaborative and fosters cross-functional teamwork.

Office Location(s): Giza, Egypt

Workspace Context:

Collaboration: The workspace encourages collaboration with both internal teams and customers, fostering a culture of knowledge-sharing and continuous learning.
Tools & Equipment: The workspace is equipped with the necessary tools and equipment to support remote work, such as multiple monitors and testing devices.
Accessibility: The office location is easily accessible, with nearby public transportation options.

Work Schedule: The work schedule is typically Monday to Friday, with the possibility of occasional weekend or evening work to support global customers.

📝 Enhancement Note: The work environment at Pixelogic Media Partners, LLC is designed to support collaboration, innovation, and customer success, with a focus on global operations and digital supply chain.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss your application and assess your communication skills and cultural fit.
Technical Assessment: A hands-on technical assessment to evaluate your problem-solving skills and understanding of Pixelogic's platforms and tools.
Behavioral Interview: A discussion-focused interview to assess your customer support experience, process improvement skills, and collaboration abilities.
Final Interview: A final interview with the hiring manager to discuss your fit for the role and the team.

Portfolio Review Tips:

Highlight your problem-solving skills and customer support experience through case studies or success stories.
Showcase your ability to work with various file formats and codecs, with a focus on video and audio.
Demonstrate your understanding of software development life cycles and methodologies, such as Agile and Waterfall.

Technical Challenge Preparation:

Familiarize yourself with Pixelogic's platforms and tools, focusing on their Platform/Toolset.
Brush up on your project management skills, with a focus on event/incident/problem/change/project management using tools like JIRA, Confluence, or Zendesk.
Prepare for questions about your experience with Digital Asset Management and/or Media Asset Management Systems, as well as SaaS platforms.

ATS Keywords: (Organized by category)

Project Management: Agile, Waterfall, JIRA, Confluence, Zendesk, Project Management, Incident Management, Problem Management, Change Management
Customer Support: Technical Support, Customer Success, Customer Satisfaction, Customer Retention, Troubleshooting, Resolution, Escalation
Technical Skills: Digital Asset Management, Media Asset Management, SaaS Platforms, Software Development Life Cycle, File Formats, Codecs, Video, Audio
Soft Skills: Communication, Collaboration, Problem-Solving, Analytical Skills, Judgment, Ownership, Adaptability, Team Player

📝 Enhancement Note: The interview process at Pixelogic Media Partners, LLC is designed to assess your technical skills, problem-solving abilities, and cultural fit, with a focus on customer success and process improvement.

🛠 Technology Stack & Web Infrastructure

Support Tools:

JIRA, Confluence, Zendesk (or similar project management/ticketing tools/platforms)
Various file formats and codecs, with a focus on video and audio

Pixelogic Platforms & Tools:

Pixelogic's proprietary Media Asset Management System
Internal & 3rd Party platforms
Digital Supply Chain orchestration system(s) and tools

📝 Enhancement Note: While a deep understanding of Pixelogic's platforms and tools is not required for this role, a willingness to learn and develop your technical skills is essential.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer satisfaction and retention by resolving technical issues efficiently and effectively.
Continuous Learning: Stay up-to-date with new features and updates to Pixelogic's platforms and tools, as well as industry best practices.
Collaboration: Work closely with internal teams and customers to improve support processes and drive process improvement.
Problem-Solving: Demonstrate strong problem-solving skills and a sense of ownership in resolving technical issues.

Collaboration Style:

Cross-Functional Integration: Work closely with various internal teams, such as Engineering, R&D, DevOps, and Security, to support Pixelogic's vision of global operations and digital supply chain.
Knowledge Sharing: Share your expertise and learn from others in a collaborative and supportive work environment.
Mentoring & Training: Assist in onboarding new team members and providing training and support to help them grow and develop within the team.

📝 Enhancement Note: The team culture at Pixelogic Media Partners, LLC is collaborative, innovative, and customer-focused, with a strong emphasis on continuous learning and process improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support: Troubleshoot and resolve complex technical issues for global customers, often under tight deadlines.
Process Improvement: Identify areas for improvement in support processes and drive streamlining efforts to enhance the customer experience.
Technical Learning: Develop your technical skills in areas such as Digital Asset Management, Media Asset Management, and SaaS platforms.

Learning & Development Opportunities:

Technical Training: Pixelogic Media Partners, LLC offers opportunities for technical training and certification to help you develop your skills and advance your career.
Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in technical support and customer success.
Mentorship & Leadership: As the team grows, there may be opportunities for team members to take on leadership roles and mentor new team members.

📝 Enhancement Note: The challenges and growth opportunities in this role are designed to help you develop your technical skills, advance your career, and make a significant impact on the customer experience.

💡 Interview Preparation

Technical Questions:

Customer Support: Describe a challenging customer support issue you've faced and how you resolved it. What steps did you take to ensure customer satisfaction and retention?
Process Improvement: Discuss a time when you identified an area for improvement in a support process. How did you drive streamlining efforts to enhance the customer experience?
Technical Skills: Explain your experience with Digital Asset Management and/or Media Asset Management Systems, as well as SaaS platforms. How have these skills helped you in previous roles?

Company & Culture Questions:

Company Culture: How do you see yourself contributing to Pixelogic Media Partners, LLC's collaborative, innovative, and customer-focused culture?
Customer Success: How do you prioritize customer satisfaction and retention in your approach to technical support?
Process Improvement: How do you identify areas for improvement in support processes, and how do you drive streamlining efforts to enhance the customer experience?

Portfolio Presentation Strategy:

Case Studies: Highlight your problem-solving skills and customer support experience through case studies or success stories, focusing on the challenges you faced and how you resolved them.
Technical Documentation: Demonstrate your understanding of software development life cycles and methodologies, such as Agile and Waterfall, by providing examples of your technical documentation.
Customer Success: Showcase your ability to work with various file formats and codecs, with a focus on video and audio, and how you've used this to improve the customer experience.

📝 Enhancement Note: The interview process at Pixelogic Media Partners, LLC is designed to assess your technical skills, problem-solving abilities, and cultural fit, with a focus on customer success and process improvement.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit Your Application: Click the "Apply Now" button on the job listing to submit your application through Workable.
Customize Your Portfolio: Highlight your problem-solving skills and customer support experience through case studies or success stories. Showcase your ability to work with various file formats and codecs, with a focus on video and audio. Demonstrate your understanding of software development life cycles and methodologies, such as Agile and Waterfall.
Optimize Your Resume: Emphasize your project management experience, with a focus on application/platform support. Highlight your experience with Digital Asset Management and/or Media Asset Management Systems, as well as SaaS platforms. Include relevant keywords from the ATS Keywords section to improve your resume's visibility to Applicant Tracking Systems.
Prepare for Technical Interview: Familiarize yourself with Pixelogic's platforms and tools, focusing on their Platform/Toolset. Brush up on your project management skills, with a focus on event/incident/problem/change/project management using tools like JIRA, Confluence, or Zendesk. Prepare for questions about your experience with Digital Asset Management and/or Media Asset Management Systems, as well as SaaS platforms.
Research the Company: Learn about Pixelogic Media Partners, LLC's focus on digital supply chain, strategic initiatives, and global operations. Familiarize yourself with their collaborative, innovative, and customer-focused culture, as well as their commitment to continuous learning and process improvement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist