Workflow Integration Engineer

The Skywalker Sound Development Group is seeking a dedicated and client-focused Workflow Integration Engineer to join our growing organization. In this critical role, you will ensure clients can seamlessly integrate and operationalize our software platform within their unique workflows and organizational structures.

As a Workflow Engineer, you will serve as the primary technical liaison for assigned clients, delivering hands-on support and guidance to optimize their use of our platform. Your ability to balance tier 1 support, technical problem-solving, and workflow design will ensure clients achieve maximum value from our solutions, enabling their success in demanding media production environments.

This role is considered Hybrid, which means the employee will work 2-3 days onsite at our Nicasio office and occasionally from home.

What you'll do

• Act as the primary technical contact for assigned clients, providing tier 1 support and hands-on assistance with software implementation and workflow integration.
• Collaborate with clients to understand their specific operational requirements and design tailored solutions using our software platform.
• Guide clients through system configuration, deployment, and optimization to ensure seamless adoption.
• Deliver training sessions and documentation to enable clients’ teams to efficiently utilize the platform within their workflows.
• Troubleshoot and resolve technical issues promptly, escalating complex problems to internal engineering teams when necessary.
• Provide feedback to product development teams based on client experiences, identifying opportunities for platform improvements.
• Monitor client satisfaction and proactively address potential challenges to maintain strong, long-term relationships.
• Assist with software upgrades, migrations, and other client-specific technical projects.
• Participate in an on-call rotation to provide timely support during critical client operations.
• Stay informed about industry trends and best practices to advise clients on leveraging our solutions effectively.

What we're looking for

• Strong understanding of media production workflows, particularly those involving audio, video, and digital content pipelines.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
• 3+ years of experience in a technical support, systems engineering, or workflow design role, preferably within media and entertainment.
• Proficiency in troubleshooting and supporting complex software platforms in real-world operational environments.
• Familiarity with Linux, cloud-based systems, basic scripting (Python, Bash) and graphical canvases (Lucidchart)
• Exceptional interpersonal and communication skills, with the ability to translate technical concepts for non-technical audiences.
• Proven ability to manage multiple client relationships and projects simultaneously.
• A customer-first attitude, with a commitment to delivering outstanding service.

Preferred qualifications

• Experience supporting media software solutions, such as media asset management systems, audio workstations, or rendering pipelines.
• Familiarity with CI/CD workflows and DevOps practices.
• Knowledge of audio and video processing technologies, including immersive audio formats.
• Experience with tools like Jira or Zendesk for support ticketing and tracking.
• Technical certifications (e.g., AWS Certified Solutions Architect) or experience with ITIL best practices for support.