Technical Support Analyst, Tech & Support Ops

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Our studios are considered one of the foremost motion picture and television production and post-production facilities in the world. They inform, engage, and transport audiences to new worlds. The key to that lies with our Studio Operations group, which includes areas like soundstage/backlot set rentals, events, design, culinary, construction, landscaping and much more. Whether it’s hosting an unforgettable studio tour, creating an optimal workspace, or equipping talent to tell the best stories, these teams lay the foundation for the memorable experiences we provide.

Your New Role

Overview

We are seeking a highly skilled technical support professional to ensure the smooth day-to-day operation of critical business applications for the Warner Bros. Studio Tour Tokyo and retail stores in the region. This role is pivotal in delivering a seamless experience for our guests by maintaining and supporting systems such as ticketing, retail, and other integrated platforms.

Key Responsibilities

• Support the technical operations team in providing technical assistance for business applications, including retail POS, ticketing, and related systems

• Assist in managing service request tickets and follow established processes for escalation, collaborating with internal teams, vendors, and external partners

• Provide timely fixes and proactive solutions to minimize downtime and enhance operational efficiency

• Partner with business stakeholders for regular service reviews and maintain strong, positive relationships across departments

• Continuously seek opportunities to improve service delivery and system performance

• Support and collaborate with peers within the Studios and Experience Technology group and the wider Warner Bros. Discovery Technology organization globally

• Respond to critical incidents and operational issues during off-hours when necessary

• Work with vendors and internal teams to log service tickets and follow up on incidents, change requests, and application enhancements to ensure SLA compliance

• Act as a resource for project teams where required (hardware releases, business application enhancements or implementations, testing, and support)

• Complete regular PCI and SOX audits

• Perform system upgrades, assist with testing, and work with business for user acceptance testing

• Assist with data protection reviews or requests to remove data as instructed by legal teams

• Provide user training and create/maintain user manuals and technical documentation

• Travel between physical locations (Tour, Warehouse, Call Centre, Retail stores) as needed

• Move and install heavy tech devices such as POS terminals, PCs, printers, and payment devices during incidents, maintenance, relocations, or deliveries

Your Role Accountabilities

• Provide on‑site system support

• Assist in technical support tasks for projects

• Support hardware setup and troubleshooting

• Documentation

• Support efficiency improvement activities

Qualifications & Experiences

Required Skills & Qualifications

• Basic understanding of B2C business applications, including POS systems and hardware support

• Proficiency in Japanese and the ability to communicate confidently in English

• Ability to work under pressure and adapt to changing priorities

• Excellent interpersonal and communication skills; a collaborative team player

Work Experience

Must have experience

• Minimum of 3 years of relevant experience
• Minimum of 3 years of experience working in an internal information technology department supporting BtoC business applications

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.