// Open Role at Glitch Productions
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.
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.
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.
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.