Media Support Analyst (Remote)

We're looking for a Media Support Analyst to join a client-facing team owning day-to-day support tickets end to end — triage, user engagement and escalation across live media workflows. This is a support and escalation role: platform configuration and routine maintenance sit with a separate lead-engineer role and are explicitly not part of this one.

Requirements

• Deep working knowledge of media workflows — asset management, work order management, content fulfilment, transcoding and QC — strong enough to operate confidently from day one.
• Proven experience owning support tickets end to end: triage, direct user engagement, and escalating to the right technical owner when a fix is out of scope.
• Comfortable operating (not administering) MAM/PAM platforms (e.g. Iconik or similar) and QC/transcode tooling (e.g. Telestream Vantage, Telestream Qualify or equivalent QC SaaS) as a day-to-day user.
• Working understanding of workflow/orchestration platforms (e.g. Polaris or similar) sufficient to track and troubleshoot work orders.
• Conceptual understanding of cloud media infrastructure (AWS MediaConvert, messaging queues, Lambda) — enough to diagnose and escalate correctly. Scripting or development ability is not required.
• Clear, disciplined written communicator — documents tickets and handoffs so nothing gets lost between shifts or escalations.

Ideally some of (not essential)

• Experience onboarding new users or customers onto a media platform.
• Broadcast/media supply-chain literacy: masters vs proxies, codecs and formats, checksums/fixity, delivery methods (Aspera, S3).
• Prior L1/L2 support role in a broadcast or media services environment.

Pay: Php60,000.00 - Php150,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Media Support: 3 years (Preferred)
• MAM/PAM platforms (e.g. Iconik or similar) : 2 years (Preferred)
• QC/transcode tooling: 2 years (Preferred)

Work Location: Remote