Field complex/escalated issues for high value or critical clients.
Troubleshoot audio/video hardware and audio/video signals.
Work directly with clients on the phone to troubleshoot hardware and cabling at client’s location.
Work directly with clients to understand issues, document in a case, and work towards resolution.
Uphold SLA’s regarding responsiveness on individual cases.
Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
Validate and identify product bugs and be able to document the expected behaviors for resolution.
Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
Updating the ticket tracking system to provide an accurate, and current, status of support issues.
Creating Knowledge Base articles to expand the knowledge for handling support issues.
Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.

Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
Knowledge of video resolutions, frame rates, and video formats.
Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
Experience with live streaming events, gaming or other channel content.
1-2 years experience providing technical support for cloud-based software or services.
Able to convey complex technical issues to other experts, as well as technical novices.
You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
You have a technical degree in Computer Science or equivalent experience (2+ yrs.).
Good-to-have: You have relational database experience (MSSQL & PostgreSQL preferred).
You have experience with administering windows desktops, servers and embedded systems.
You have enterprise SaaS or web-hosted software knowledge.
You have experience with GitHub, CI / CD, software deployment.
You have experience with installing audio or video systems, including home or auto projects.
You have experience building and repairing computers.
You have previous television or video broadcast experience.

Employee Resource Groups to encourage diverse voices
Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.

Technical Support Representative

Key skills