Customer Care Expert

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business.

About the Role

We are seeking an experienced Customer Care Expert to join our APAC Customer Care team, specializing in Media Asset Management (MAM) and Cloud Solutions.

This role is part of Avid's Worldwide Customer Care organization, which delivers high-quality technical support across Avid's product portfolio, including MediaCentral | Cloud UX, MAM solutions, and cloud-based platforms.

The successful candidate will play a key role in providing world-class support to Avid's customers, partners, and resellers, ensuring timely issue resolution and exceptional customer satisfaction.

Key Responsibilities

• Provide technical support for Avid's MediaCentral | Cloud UX, Media Asset Management, and Cloud solutions.
• Collaborate with Development and Operations teams to resolve issues escalated within cloud platforms.
• Utilize established support tools and methodologies to analyze and resolve technical issues efficiently.
• Document and manage support cases within Avid's CRM system, ensuring SLA adherence and timely resolution.
• Work closely with Avid's Reseller Network to maintain high levels of customer satisfaction.
• Troubleshoot complex configurations and workflows using Avid's Global Technical Lab systems.
• Maintain and upgrade lab environments in collaboration with the global support team.
• Interface with third-party vendors and OEMs within Avid's open ecosystem workflows.
• Manage technical escalations and communicate status updates to customers and internal stakeholders.
• Contribute to Avid's Knowledge Base by documenting solutions and sharing insights.
• Support the handover process from Professional Services to Customer Care following installation or upgrade.
• Collaborate with Sales and Customer Success teams to promote Avid's products and service offerings.

Required Qualifications & Skills

• Bachelor's degree in Computer Science, Digital Media Production, Video/Streaming Technology, or equivalent professional experience.
• Proven experience supporting Avid solutions or Media Asset Management systems in a technical support role.
• Strong understanding of Linux (CentOS), networking principles, OSI model, and internet protocols.
• Working knowledge of Docker, Kubernetes, and modern deployment methodologies (desirable).
• Familiarity with one or more programming/scripting languages such as C++ (desirable).
• Hands-on experience with Avid MediaCentral | Cloud UX is highly advantageous. Experience with other MAM platforms will also be considered.
• Strong analytical and problem-solving abilities, with the capacity to troubleshoot complex environments.
• Excellent written and verbal communication skills in English; proficiency in additional languages is a plus.
• Demonstrated ability to collaborate effectively in a global, cross-functional team.
• Clear understanding of customer support delivery practices, with the ability to reference practical experience.

About the Team

Avid's Customer Care organization supports a diverse portfolio of media and broadcast solutions — from entry-level host-based systems to large-scale enterprise deployments.

Our product range includes Media Composer, MAM platforms, music production tools, and broadcast newsroom solutions used by major global broadcasters and media organizations.

Our mission is to deliver best-in-class customer support through technical excellence, collaboration, and a strong commitment to service quality aligned with Avid's global standards.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us