Developer Support Specialist - Glitch Productions

About us

We are a creative entertainment company based in Sydney. We make IP-driven products that fans love spanning animation, consumer products, publishing, games and licensing. Our tech team builds the pipelines and tools that keep our artists and production teams working, and as the studio has scaled, so has the volume of people who need help.

The opportunity

Our support ticket volume has grown significantly as the studio has scaled, and it isn't going back down. Right now those tickets land on the senior engineers who build our pipelines, and every ticket is an interruption to development work. We need a dedicated front-line owner whose first instinct is great customer care: someone who makes artists and staff feel heard, communicates clearly, and follows through until the problem is actually solved.

A customer service attitude is the most important thing you bring, but you'll also have enough dev skill to fix straightforward issues yourself rather than routing everything upward, and the judgment to escalate the complex ones with clear context. When queues are quiet, your focus shifts to QAing dev tools before release and maintaining documentation across the tech team, so problems get caught before they ever reach an artist.

What you will own

Front-line resolution. You are the buffer between the dev team and everyone who needs a quick fix. You resolve tickets directly with genuine customer care, document the fix, and keep release schedules predictable by keeping interruptions off the builders.

License and access management.You will create and manage software licenses, and triage and manage easy-to-fix tickets involving logging and access issues, handling them cleanly so they stay off the builders' plates.

Trend analysis. Many of our tickets concentrate on a handful of systems. You will spot the patterns, flag holistic pipeline issues, and turn problems that get re-solved individually into permanent fixes.

Tooling QA and documentation. You will QA dev tools before they reach team members, where catching issues is far cheaper than after rollout, and maintain a consistent, current documentation standard across the tech team.

Day to day you will

• Triage, resolve, and document incoming support tickets across our pipeline tools and systems
• Create and manage software licenses, and triage and manage easy-to-fix logging and access tickets
• Escalate complex issues to the right engineer with clear reproduction steps and context
• Analyze ticket trends and propose permanent fixes for recurring problems
• QA new and updated dev tools before release
• Maintain and improve end-user documentation, keeping a consistent style across the team
• Communicate with artists and staff in plain language, with patience and care

What success looks like in year one

• Senior engineers are measurably freed from interrupt-driven support work
• Resolution times come down, with fewer tickets sitting open past a week
• Recurring issues on our most-affected systems are converted into documented, permanent fixes
• Dev tools ship with a QA pass and current documentation as standard
• Artists know exactly who to go to and trust that things get fixed

Who we are looking for

You are a natural helper with real technical ability. You genuinely like working with people, you stay patient when they're frustrated, and you don't consider a problem solved until the person on the other end is unblocked. You can script and debug well enough to handle straightforward fixes yourself, and you know when something needs an engineer.

You write clearly. Documentation is a core part of this role, not an afterthought, and you take pride in guides that people can actually follow.

Essential experience and skills

• Strong customer service mindset with patience and professionalism, especially with non-technical users
• Experience in technical support, dev support, or a similar user-facing role
• Scripting or development skills (Python preferred) sufficient to diagnose and fix straightforward issues independently
• Strong written communication and documentation skills
• Ability to prioritize a busy queue and know when to escalate

Desirable

• Familiarity with animation or games studio tools such as Maya, Unreal Engine, ShotGrid, or Toon Boom Harmony
• Experience with ticketing systems and support workflows
• QA or testing experience
• Experience identifying trends in support data and reporting on them

What we offer

• A role with visible impact across the entire studio, every single day
• Variety: support, QA, documentation, and detective work in equal measure
• A pathway to grow alongside a scaling tech team
• A tight-knit team of high performers who want to make cool things and have fun along the way