Qube Cinema

Provides DCI-compliant digital cinema solutions

Technical Support Engineer

Customer SupportConfirmed live in the last 24 hours

Full-timeRemote in USANo salary listedRemote

About the Job

Requirements

Experience working within the cinema industry.
A good technical background in TCP/IP, FTP, SNMP, remote access tools, Windows and Linux operating system administration, and computer hardware configuration.
Strong verbal and written communication skills for daily customer and partner interactions.
Ability to prioritize work by customer impact and criticality and manage time efficiently.
Ability to communicate with customers with differing levels of technical ability and seniority.
Comfort speaking with customers by phone and video calls.

Responsibilities

Serve as the first point of contact for AAM customers reporting technical issues, requesting software licenses, and seeking general support.
Gather information from customers about their support requests and technical needs.
Guide customers to solutions through written and spoken communication, primarily by email and also by phone and video calls.
Raise and manage support cases in the Halo and JIRA ticketing systems, ensuring correct classification and associated data; escalate issues to development, engineering, product, or IT when further observation or support is needed.
Prioritize tickets based on importance, criticality, and customer impact.
Work on and resolve tickets within predefined service-level deadlines.
Own trouble tickets end to end, progressing and resolving them regardless of where they are routed within AAM.
Diagnose faults in AAM products and attempt fixes through customer communication or direct intervention using remote tools.
Interrogate fault logs.
Perform basic and intermediate network fault-finding for site connectivity and internal networks.
Report software bugs through internal escalation.
Produce knowledge base articles in Confluence.
Perform problem management, trend analysis, and change management in accordance with ITIL.
Monitor playback log collection.
Update and manage customer data in the company database.
Onboard customer sites to AAM cloud software products.
Work with other departments and liaise with AAM support partners.

Technical Support Engineer

This role has been created to support our products mainly within the United States and Latin America but will also contribute to supporting products and projects in other territories. The position sits within a team based in the USA under the Technical Operations Department and reports to a local Technical Support Manager.

This role requires a high level of communications skills both verbal and written as there will be daily AAM customer and partner interaction.

Experience of working within the Cinema Industry is required along with good technical background on TCP-IP, FTP, SNMP, remote access tools, Windows and Linux operating system administration and a reasonable understanding of Computer hardware configuration.

The Technical Support Engineer has several key responsibilities internal to the company. Often working with other departments and liaising with AAM support partners. You will need to be flexible in your approach, able to prioritise work by impact and criticality to customer, as well as efficiently managing your time throughout the day.

Job Role:

Customer Communication

First point of contact for AAM customers to report technical issues, request software licenses and seeking general support.
Information gathering from customers about their support request and technical needs.
Able to communicate with customers of differing technical ability and seniority.
Ability to guide the customer to their solution using both written and spoken communication. Email is the primary form of communication but must be comfortable speaking to customers via phone and video calls.

Ticket Management

Raising and managing support cases in the Halo and JIRA ticketing systems. Ensuring the correct classification and data is associated to each ticket. Where resolutions cannot be made without further observations then escalate the issue accordingly to development / engineering / product / IT as needed
Prioritisation of tickets based on importance, criticality, and impact to customers.
Working on and resolving tickets within predefined service level deadlines.
End-to-end trouble ticket ownership, progression, and resolution, irrespective of where this ticket goes within AAM

Technical Support

Fault diagnosis of AAM products and attempted fix, either through communication with customer or direct intervention via remote tools.
Fault log interrogation.
Basic/Intermediate network fault finding for site connectivity as well as internal networks.
Software bug reporting via internal escalation.
Production of knowledge base articles on confluence system.
Problem Management, Trend Analysis and Change Management as per ITIL

Data Integrity

Monitoring of playback log collection.
Update and management of customer data in company database.
Onboarding customer sites to AAM cloud software products.

About the Company

Qube Cinema

Provides DCI-compliant digital cinema solutions

Qube Cinema provides end-to-end digital cinema technology and solutions for exhibitors, filmmakers, and post-production houses. Its products, like the Qube XP I Server and Qube Xi 4K Integrated Media Block, are hardware-software platforms that store, manage, and playback DCI-compliant content, handling encryption, scheduling, and on-screen delivery. The company differentiates itself through deep cross-domain expertise in film, video, audio, and computer tech, plus a practical, installation-focused approach that expands electronic delivery, including reference deployments in Malaysia. Its goal is to enable a global, seamless digital cinema ecosystem by offering reliable, DCI-compliant hardware and software that make electronic delivery and theatrical exhibition easier and more affordable.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Chennai, India
Founded: 1986

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