Lead Technical Support Engineer

The AI company that's revolutionizing Hollywood, Flawless, is transforming Hollywood with assistive AI. Our tools empower filmmakers to edit, localize, and refine performances while preserving artistic intent. Designed to support, not replace, artists, our technology expands what is possible on screen and gives creators freedom to tell stories with greater impact and reach audiences in new ways. From enabling seamless multilingual releases to eliminating the need for costly reshoots, Flawless solves critical challenges that slow down productions and limit distribution. We are also setting the standard for ethical AI in entertainment. Our Artistic Rights Treasury (A.R.T.) is a rights management solution that protects artists and rights holders, ensuring that innovation moves forward with transparency and respect for creative ownership.

About this role: You’ll be essential in providing tech support and infrastructure services to the wider company, ensuring our London team can continue to innovate. This is a critical role that protects our risk, compliance, and privacy initiatives by allowing key resources to remain focused on their primary objectives. You will be part of the team responsible for deploying services that secure the organisation and empower Flawless to create without disruption.

Reports to: You’ll report to Paul McCourt, Head of Technology and Security.

What we are looking for: We’re looking for a senior support professional with extensive hands-on experience in computer networks, administration, and installation. You’ll be a strong leader and communicator, adept at troubleshooting a wide range of IT issues in a hybrid Windows and macOS environment. Your ability to work autonomously, manage priorities under pressure, and make decisive, analytical judgments will be key to your success.

Responsibilities:

• Provide essential tech support and infrastructure services across the company.
• Deploy and maintain services that secure our organisation and its data.
• Manage the full lifecycle of support tickets, from triage to resolution.
• Administer onboarding and offboarding processes for all staff.
• Perform regular maintenance and reporting on key IT services.
• Collaborate on and manage technical projects to improve our infrastructure.

Your Experience:

• Proven working experience in a senior IT support role.
• Strong technical knowledge and hands-on experience with computer networks, including administration and installation.
• Experience managing a medium-sized environment with a hybrid of Windows and macOS systems.
• A background in tier-one support, with the ability to troubleshoot and resolve a wide variety of IT issues.
• Excellent problem-solving and analytical skills.
• Strong leadership and decision-making capabilities.
• Excellent written and verbal communication skills.
• An ability to manage a team and work effectively under pressure.

Bonus Points For:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Certifications in relevant IT fields.
• Experience in the entertainment or media industry.
• Advanced knowledge of Linux (Rocky, CentOS, Ubuntu, AWS), Crowdstrike, AWS, Azure, GCP, Google Workspace, Unifi Networks, Atlassian suite, M365, Okta, EntraID, or InTune.
• Experience managing a team.

In your first 6 months you will:

• Work autonomously to manage your responsibilities and priorities.
• Handle a consistent queue of support tickets with efficiency and expertise.
• Manage and collaborate on key technical and infrastructure projects.
• Complete regular reports on services and support metrics.
• Perform scheduled maintenance on critical IT services.
• Oversee and streamline onboarding and offboarding processes.

Why work at Flawless? You will be working in an environment based on trust, autonomy and collaboration, and this is a great opportunity for someone who wants to be part of a growing company in its most exciting stage of development. You can play a part in shaping the future of a company that’s caring, creative and collaborative.

Benefits:

• Autonomy
• A hybrid working environment
• Competitive Salary
• All permanent employees receive generous stock options

I don’t meet all the listed requirements—should I still apply? Absolutely! Research shows that women and underrepresented groups often hesitate to apply unless they meet every qualification, but at Flawless, we actively work to break down those barriers. We believe diverse perspectives, experiences, and backgrounds make us stronger, and we are committed to supporting and elevating underrepresented talent. If you’re excited about the role, share our values, and believe you can contribute meaningfully, we encourage you to apply—even if you don’t meet every single requirement. Your unique skills and perspective matter, and we’d love to hear from you.