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.
- 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
- 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
- Monitoring of playback log collection.
- Update and management of customer data in company database.
- Onboarding customer sites to AAM cloud software products.
Skills Required
- Experience working within the cinema industry
- Strong verbal and written communication skills
- Technical knowledge of TCP/IP, FTP, and SNMP
- Experience with remote access tools
- Windows and Linux operating system administration experience
- Understanding of computer hardware configuration
- Ability to communicate with customers and partners of varying technical ability
- Ability to prioritize and manage support tickets based on impact and criticality
- Knowledge of ITIL problem management, trend analysis, and change management
Qube Cinema Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Qube Cinema and has not been reviewed or approved by Qube Cinema.
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Healthcare Strength — Signals indicate employer-provided medical coverage for employees and dependents along with life insurance. Public materials do not detail plan generosity, but core coverage appears to be in place.
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Parental & Family Support — Family-oriented provisions include maternity leave eligibility and medical coverage for dependents. Feedback suggests specifics may vary by location and should be confirmed at the offer stage.
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Wellbeing & Lifestyle Benefits — Flexible work styles (flexi hours, hybrid/remote options) and culture-building activities are emphasized. These elements can support work–life balance even where cash pay is modest.
Qube Cinema Insights
What We Do
Qube Cinema is a provider of end-to-end movie technology and solutions. The company draws on decades of experience in cinema and provides a seamless environment for exhibitors, filmmakers and post-production companies with products and services that are flexible, reliable and cost-effective. Qube’s products and services are well established globally, with thousands of installations serving 136 countries across the world. Qube Cinema has been a leading provider of technology in the film, video and audio domains and has pioneered several technology revolutions over the last four decades. The company was instrumental in bringing computer-based digital non-linear editing to India with Avid Technology, transforming the industry and forever changing the way Indian film and television programs were edited. The company subsequently brought digital cinema sound to India with DTS and helped Indian cinema leapfrog a generation, form mono sound directly to digital. In 2005, Qube Cinema became one of the pioneers of the digital cinema transformation worldwide with its Qube digital cinema server and QubeMaster Pro digital cinema mastering products. Qube continues to innovate with Qube Wire, a truly unique self-service digital cinema content delivery and key management service that has quickly become the market leader. The company is also setting up virtual production facilities and has multiple other pathbreaking services under development — all with the aim of bringing to life the passion of every storyteller, to engage, entertain and enlighten the world
