What are the responsibilities and job description for the Client Success Technical Associate position at Qube Cinema?
About Qube: At Qube Cinema, technology and innovation are at our core. Our purpose is to bring to life every story - to engage, entertain and enlighten the world. As a company with a passion for cinema, we are committed to creating a seamless world of digital cinema with innovative, robust, reliable, and cost-effective products and constantly evolving to cater to the needs of the global cinema business. If you are amongst those who love to work along with people making positive or transformative changes in their lives, enabling individuals to recognize and achieve their true potential, then we invite you to join hands with us in our journey of bringing every story to life.
About QubeWire : Qube Wire is a self-service, single-window system for global theatrical distribution. With a simple but comprehensive user interface, distributors can manage their digital cinema assets, assign territorial rights for their content and have their Digital Cinema Packages (DCPs) and keys (aka Key Delivery Messages or KDMs) delivered to movie theatres across the world. Theatres can manage their own digital cinema device details and access their Universal Inbox on the Qube Wire service as well
Job Summary:
The Client Success Technical Associate serves as the primary technical liaison between Qube and its clients, ensuring seamless integration and optimal utilization of our products and services. This role demands a blend of excellent communication, technical proficiency, and proactive problem-solving to address and resolve client issues efficiently.
Key Responsibilities
Provide L1/L2 support for Qube Wire customers through email, phone, and ticketing systems.
Knowledge related to content delivery, KDMs, and playback systems is an added advantage.
Diagnose and resolve problems with Linux servers, network connectivity.
Perform log analysis and escalate unresolved issues to higher support levels or engineering.
Guide customers in the installation, configuration of Linux servers.8
Document issues, resolutions, and maintain an updated knowledge base/SOPs.
Collaborate with Technical Operations and Engineering teams for bug fixes and product improvements.
Provide remote assistance to cinemas and distributors as required.
Required Skills & Experience
1–2 years of experience in Technical Support, IT Helpdesk, or Customer Support.
Knowledge of Linux (Core OS/CentOS/Ubuntu) commands, file systems, and logs.
Basic Knowledge of hardware and networking basics (IP, DNS, VPN, firewalls).
Knowledge of digital cinema concepts (DCP, KDM, IMB, server operations) is a strong plus.
Hands-on experience with ticketing tools (ServiceNow, Fresh Desk, Zendesk, etc.).
Strong communication and customer handling skills.
Soft Skills
Problem-solving and analytical mindset.
Ability to remain calm and professional under pressure.
Team player with willingness to work in rotational shifts.
Eagerness to learn new tools and technologies.