Support Specialist, Operations & Support

Job Details

Responsibilities

• Be the subject matter expert on core systems powering FTS news products — including CMS, VMS, live scheduler, and emerging AI-powered tools.
• Monitor key system dashboards proactively to detect and prevent issues before they impact our markets.
• Support User Acceptance Testing alongside internal product and engineering teams.
• Partner with teams across all 17 television markets to resolve technical issues and maintain a consistent, high-quality digital presence nationwide.
• Bridge the gap between technical teams and stakeholders — keeping everyone informed, aligned, and unblocked.
• Collect user feedback and surface insights to product owners to inform roadmap prioritization.
• Provide after-hours on-call support to ensure service continuity for critical issues.
• Actively use and champion AI tools (including LLM assistants, prompt-based workflows, and automation platforms) to improve support speed and quality.
• Identify repetitive or manual workflows that can be optimized with AI — being sure to prototype and document solutions.
• Collaborate with the AI Enablement team to pilot new tools, share learnings across markets, and help scale what works.
• Stay current on AI developments relevant to digital news operations and bring emerging tools to the team's attention.
• Develop, maintain, and improve SOPs that elevate user satisfaction and streamline content workflows.
• Create clear training materials and documentation that empower market teams to self-serve and adopt new tools confidently.
• Contribute to a culture of continuous improvement — always looking for a better way.

Requirements

• 3+ years in digital operations, technical support, or a closely related role.
• Hands-on experience with content management systems and digital publishing workflows.
• Demonstrated ability to use AI tools (ChatGPT, Claude, Copilot, or similar) to improve productivity and solve problems.
• Strong written and verbal communication skills — you can explain technical issues to non-technical audiences.
• Experience developing, optimizing, and publishing content — including news — across digital and social platforms.
• Knowledge of SEO best practices, video publishing workflows, and live streaming.
• Proficiency with digital analytics and QoS tools — Conviva, DataDog, and Adobe Analytics are a plus.
• Familiarity with AI prompt engineering, workflow automation tools (Zapier, Make, n8n), or scripting basics.
• Experience with Slack-based operations, project management tools (Jira, Asana), or internal tooling administration.
• Ability to work and thrive in a fast-moving news environment where priorities shift and speed matters.
• Curiosity to learn and explore new tools and technologies.

Qualifications

• 3+ years in digital operations, technical support, or a closely related role.
• Hands-on experience with content management systems and digital publishing workflows.
• Demonstrated ability to use AI tools (ChatGPT, Claude, Copilot, or similar) to improve productivity and solve problems.
• Strong written and verbal communication skills — you can explain technical issues to non-technical audiences.
• Experience developing, optimizing, and publishing content — including news — across digital and social platforms.
• Knowledge of SEO best practices, video publishing workflows, and live streaming.
• Proficiency with digital analytics and QoS tools — Conviva, DataDog, and Adobe Analytics are a plus.
• Familiarity with AI prompt engineering, workflow automation tools (Zapier, Make, n8n), or scripting basics.
• Experience with Slack-based operations, project management tools (Jira, Asana), or internal tooling administration.
• Ability to work and thrive in a fast-moving news environment where priorities shift and speed matters.
• Curiosity to learn and explore new tools and technologies.

Skills

• Content management systems
• Digital publishing workflows
• AI tools (ChatGPT, Claude, Copilot, or similar)
• SEO best practices
• Video publishing workflows
• Leverage AI tools to improve support speed and quality
• Identify and optimize repetitive or manual workflows
• Collaborate with the AI Enablement team
• Staying current on AI developments relevant to digital news operations
• Develop, maintain, and improve SOPs
• Create clear training materials and documentation
• Contribute to a culture of continuous improvement

Benefits

• Paid time off
• Medical/dental/vision insurance
• A 401(k) plan

Pay

$100,000.00-110,000.00 annually for high cost labour markets such as but not limited to New York City and Los Angeles, $83,300.00-91,600.00 annually for all other US locations.

Schedule

Not specified