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

ワーナー・ブラザース スタジオツアー東京および国内リテール拠点において、チケット販売・POSなどの業務アプリケーションの安定運用を支えるテクニカルサポートポジション(IT)です。

日々のインシデント対応や改善活動を通じて、システムのダウンタイム最小化と業務効率の向上を担い、ゲストにシームレスな体験を提供します。

社内各部門やベンダー、グローバルのITチームと連携しながら、運用保守から改善提案、プロジェクト支援まで幅広く関与いただきます。

ビジネスレベルの日本語と英語が必須のポジションです。

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

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.