Support Engineer

Your mission

As a Support Engineer at The Storytelling Company, you deliver vital, high-quality remote and client-facing support for both software and hardware components of our solutions, with a primary focus on Audio/Video (AV) systems.

While AV experience is beneficial, it is not a requirement - you’ll have opportunities to develop in this area on the job. More importantly, you bring sound social and communication skills, structured problem-solving abilities, and a talent for operational oversight in support environments. You demonstrate a proactive mindset and a propensity for de-escalation.
You’ll serve as a technical escalation point and are capable in taking ownership of team-level support operations. This includes tracking ticket resolution, monitoring SLA adherence, and escalating issues when deadlines or service expectations are at risk.
Strong communication remains central to this role: you’ll represent the support function with professionalism and clarity, both internally and in high-pressure client contexts. Your ability to de-escalate, mediate, and lead with empathy ensures trust and reliability in challenging moments.
You’ll work closely with our Product & Delivery teams to ensure that support aligns with broader client and business objectives. Furthermore, you’ll actively help drive improvements in support processes, coach junior colleagues, and help coordinate documentation and knowledge sharing across the team.
We value proactive thinkers who continuously look for ways to make things better; whether that’s through smarter workflows, better tooling, or operational insights. A proven passion for technology is a must.

Your Responsibilities

• Deliver hands-on support and serve as a primary escalation point for complex incidents
• Monitor team ticket queues and ensure timely, high-quality resolution in line with SLAs
• Track KPIs, generate performance insights, and drive process improvement across support workflows
• Facilitate daily support operations, including ticket prioritization, load balancing, and incident escalation
• Represent the support team in internal planning and client-facing meetings with authority and clarity
• Collaborate closely with engineering and delivery teams to resolve cross-functional technical issues
• Promote structured documentation and knowledge transfer across the team
• Champion a client-centric support culture based on professionalism, diplomacy, and clear communication
• Support recruitment, onboarding, and mentorship of junior support team members

Your profile

• 4+ years of experience in technical support, service engineering, or AV/IT service delivery
• Demonstrated experience leading or coordinating support processes
• Strong technical knowledge of corporate networking and disaster recovery strategies in IT; AV industry experience is a big plus.
• Strong understanding of networking technologies and hardware knowledge for preventive maintenance tasks.
• Proven ability to manage ticket queues, SLA tracking, and incident escalation
• Comfortable maintaining high availability networks and servers
• Strong communication skills with the ability to act confidently in high-stress or escalated client interactions
• Familiarity with ITIL-based workflows or similar structured support frameworks
• Technical expertise in Windows environments, networking, and AV-related hardware
• Experience with JIRA, RMM/monitoring tools like Pulseway, and documentation platforms
• Comfortable facilitating client meetings and leading with a mix of technical and people skills
• Fluent in spoken and written English

Collaborative mindset, with a passion for team success, operational excellence, and continuous improvement

Why us?

• A supportive and creative environment where your input is valued
• Opportunities to work across diverse teams and grow professionally
• A role that offers both ownership and collaboration in equal measure
• A competitive salary, with annual performance-based bonuses
• A solid pension plan and travel or public transport allowance
• 24 vacation days + 1 company holiday
• Compensation for remote work and phone subscriptions
• Fun company events, including a legendary yearly summer trip!

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About us

The Storytelling Company creates experiences that go beyond the ordinary. By shaping spaces and environments, we help our clients engage their audiences in ways that are memorable, meaningful, and true to their identity. Every project starts with curiosity, exploring new ideas, technologies, and perspectives to deliver fresh, innovative solutions. We push boundaries through bold creative concepts and cutting-edge technology.
We build strong partnerships with our clients to bring their vision to life, crafting each story with care and a deep awareness of its impact on people, brands, and the world around us.
Now, tell us, what’s your story?