Remote opportunity at
Qube CinemaTechnical Support Engineer
Qube Cinema is seeking a Technical Support Engineer to join its Technical Operations Department within a USA-based team. This remote, full-time position primarily assists products across…
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About This Role
Qube Cinema is seeking a Technical Support Engineer to join its Technical Operations Department within a USA-based team. This remote, full-time position primarily assists products across the United States and Latin America, while also providing support for projects in additional regions. The role centers on daily interaction with AAM customers and partners, requiring strong written and verbal communication abilities. The person in this position will act as the initial point…
Job Description
Qube Cinema is seeking a Technical Support Engineer to join its Technical Operations Department within a USA-based team. This remote, full-time position primarily assists products across the United States and Latin America, while also providing support for projects in additional regions. The role centers on daily interaction with AAM customers and partners, requiring strong written and verbal communication abilities.
The person in this position will act as the initial point of contact for technical problem reports, software license requests, and general support inquiries. Responsibilities include gathering technical details from clients, guiding individuals with varying technical expertise toward solutions via email, phone, and video calls, and managing support cases using Halo and JIRA ticketing systems. The engineer will handle end-to-end trouble ticket ownership, prioritize issues based on customer impact, conduct fault diagnostics, perform basic network troubleshooting, and escalate complex problems to engineering, development, product, or IT teams. Additional duties involve monitoring playback log collection, maintaining customer data records, onboarding client sites to AAM cloud software, and authoring Confluence knowledge base articles.
Responsibilities
- Serve as the primary contact for AAM customers reporting technical problems or requesting software licenses
- Collect information regarding client support requests and technical requirements
- Direct customers to resolutions using email, phone, and video communications
- Create and manage support cases in Halo and JIRA ticketing systems with proper classification
- Prioritize support tickets according to importance, criticality, and customer impact
- Escalate unresolved issues to engineering, development, product, or IT departments
- Diagnose faults in AAM products and apply fixes using remote tools or direct communication
- Perform basic and intermediate network fault finding for internal and site connectivity
- Log software bugs through internal escalation channels
- Write knowledge base articles on the Confluence system
- Monitor playback log collection for data integrity
- Update and maintain customer records in the company database
- Onboard customer sites onto AAM cloud software products
Requirements
- Experience working within the cinema industry
- Technical background in TCP-IP, FTP, SNMP, and remote access tools
- Experience with Windows and Linux operating system administration
- Understanding of computer hardware configuration
- Flexibility in approach with time management and work prioritization skills
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting indicates that the role is remote.
What is the employment type?
The position is full-time.
What experience is required for this role?
Applicants must have experience working within the cinema industry, along with a technical background covering TCP-IP, FTP, SNMP, remote access tools, Windows and Linux operating systems, and computer hardware configuration.
What ticketing systems are used in this position?
The support engineer will manage support cases using Halo and JIRA ticketing systems.
What is the salary for this position?
The salary is not specified in the job posting.
Sample Interview Questions
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