Technical Support Representative

📋 Description

• Address complex and escalated issues for high-value or critical clients.

• Diagnose audio/video hardware problems and assess audio/video signals.

• Collaborate directly with clients over the phone to troubleshoot hardware and cabling at their location.

• Engage with clients to comprehend their issues, document them in a case, and work towards a resolution.

• Maintain SLA commitments regarding responsiveness on individual cases.

• Act as an escalation point for Customer Support Representatives and serve as the resident product subject matter expert for a specific product suite/team.

• Take ownership of technical challenges and collaborate with our Engineering and product teams to resolve more advanced issues when needed.

• Identify and validate product bugs, documenting the expected behaviors for resolution.

• Coordinate with teams, arrange client troubleshooting sessions, and provide both written and verbal summaries.

• Resolve escalated customer complaints, particularly those of a technical nature, without requiring intervention from a team lead or manager.

• Update the ticket tracking system to ensure accurate and current status of support issues.

• Develop Knowledge Base articles to enhance the understanding of handling support issues.

• Capable of troubleshooting issues that range from simple single failures to complex multi-faceted problems.

⛳️ Requirements

• Previous experience troubleshooting audiovisual systems, including familiarity with wiring diagrams, as-builts, and signal flow.

• Understanding 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 related channel content.

• Driven, self-motivated, and enthusiastic about problem-solving.

• Strong communication skills with clients, demonstrating patience and grace in high-stress situations (e.g., system outages) to de-escalate and chart a path to resolution.

• 1-2 years of experience providing technical support for cloud-based software or services.

• Ability to explain complex technical issues to both experts and novices alike.

• Familiarity with ticketing systems such as Zendesk, JIRA, Salesforce, or similar platforms.

• Possess a technical degree in Computer Science or equivalent experience (2+ years).

• Good-to-have: Experience with relational databases (MSSQL & PostgreSQL preferred).

• Experience administering Windows desktops, servers, and embedded systems.

• Knowledge of enterprise SaaS or web-hosted software.

• Experience with GitHub, CI/CD, and software deployment.

• Familiarity with installing audio or video systems, including personal or automotive projects.

• Experience in building and repairing computers.

• Previous experience in television or video broadcasting.

🏝️ Benefits

• Employee Resource Groups to promote diverse voices.

• Coffee with Mark sessions – Opportunities for employees to engage with our CEO.