Support Specialist, Operations & Support

OVERVIEW OF THE COMPANY

Fox TV Stations

FOX Television Stations owns and operates 29 full power broadcast television stations in the U.S. These include stations located in 14 of the top 15 largest designated market areas, or DMAs, and duopolies in 11 DMAs, including the three largest DMAs (New York, Los Angeles and Chicago). Of these stations, 18 are affiliated with the FOX Network. In addition to distributing sports, entertainment and syndicated content, our television stations collectively produce approximately 1,200 hours of local news every week. These stations leverage viewer, distributor and advertiser demand for the FOX Network’s national content.

JOB DESCRIPTION

FOX Television Stations is looking for a Support Specialist to join our Digital Operations & Support team. As a Support Specialist you will ensure the end-to-end technical delivery of best-in-class experiences across our local news digital platforms. You will be both a problem-solver and a builder: someone who doesn't just fix issues, but finds smarter ways to prevent them.

As we support 17 local television markets across the US as well as several other digital properties, the Support Specialist is essential to our operational resilience. You will embrace and leverage AI tools to streamline support, automate workflows, and move faster. While the primary focus of this role is non-video support, the best Support Specialists contribute broadly and adapt quickly as our product portfolio grows.

A SNAPSHOT OF YOUR RESPONSIBILITIES

Platform & Systems Expertise

• 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.

Market & Stakeholder Support

• 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 

Workflow Innovation

• 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.

Documentation & Process Improvement

• 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.

WHAT YOU WILL NEED

• 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