AV & IT Support Engineer

Twitch • San Francisco, CA

19h • Onsite

About The Position

Twitch's End User Services team is seeking an IT & AV Support Engineer for their San Francisco office. This on-site role requires a blend of IT and AV expertise, comfortable with tasks ranging from network debugging to managing live All Hands streams. The engineer will be responsible for maintaining daily IT operations, enhancing the AV experience for meetings and events, and ensuring seamless technical support for employees. This role involves identifying and resolving recurring technical issues, acting as a primary escalation point for complex IT and AV problems, mentoring peers, automating tasks, managing IT and AV projects, and creating/optimizing documentation. The position requires providing comprehensive IT support across Mac and Windows environments, managing the full employee device lifecycle, and owning the end-to-end AV experience for company events, including setup, live operation, and teardown, as well as managing AV systems and core SaaS tools.

Requirements

• 4+ years of hands-on experience in an IT Support or AV Engineering role, demonstrating autonomy and strategic decision-making
• Mastery of Enterprise IT Environments: Advanced troubleshooting and subject-matter expertise in: macOS and Windows 10/11
• Office IT infrastructure, including networking fundamentals (TCP/IP, DHCP, DNS, Wi-Fi) and endpoint management
• Advanced AV & Live Production Mastery: Hands-on expertise in the end-to-end event stack: Setting up, operating, and managing company All Hands and live events
• Strong knowledge of live streaming and broadcast tools (OBS, vMix, hardware encoders) and video conferencing platforms (Zoom, Google Meet, Webex)
• Experience in installing and configuring conference room equipment
• Expertise in Specialized AV Infrastructure, including high-level knowledge of AV hardware/software, AV over IP, Dante-enabled products, and QSC/Q-SYS programming.
• Strong interpersonal skills: Demonstrated ability to navigate competing priorities, build trust with internal stakeholders, and manage relationships with external vendors to ensure seamless project delivery
• Strong communication skills: Ability to distill complex technical issues into clear and concise communication for all audiences—including technical peers, executive stakeholders, and end-users. You are adept at providing exemplary customer service while supporting our users.
• Demonstrated project ownership and management experience, including prioritizing demands, scoping large efforts, negotiating timelines, and following through to resolution
• Operational Readiness: Comfortable with the physical requirements of the role (lifting equipment, running cable, setting up event spaces) and willing to work outside standard hours for critical events (early mornings, evenings, occasional weekends)

Nice To Haves

• Familiarity with the Twitch platform
• Certifications in AV (Q-sys Level 1+, CTS, CTS-I, CTS-D) and/or Networking (e.g., CCNA, CWNA)
• Experience with video editing software
• ITIL certification or courses
• Experience with ServiceNow or similar ITSM platforms
• Scripting or automation experience (Python, Bash, PowerShell, Google Apps Script)

Responsibilities

• Drive operational excellence by constructively identifying root causes and system patterns, and delivering high-quality, efficient technology solutions that eliminate recurring issues
• Act as the first point of escalation for complex IT and AV issues in the region, troubleshooting difficult difficult problems without existing SOPs and determining when to manage the issue independently or escalate appropriately
• Mentor and coach new peers on IT best practices, audit the quality of work performed by team members and vendors, and provide constructive feedback
• Automate manual tasks; create/improve small software tools to minimize manual effort and increase productivity
• Manage and execute large IT and AV projects for the region, accelerating progress by driving timely decisions, identifying and mitigating risks, and communicating status to stakeholders
• Create, review, and optimize SOPs, knowledge base articles, and user documentation, ensuring clear process steps are defined for others to solve similar problems
• Provide expert, comprehensive IT support (hardware, software, networking, onboarding, account administration) for Twitch employees across Mac and Windows environments, managing the full employee device lifecycle: provisioning, imaging, deployment, and offboarding
• Own the end-to-end AV experience for company events, including All Hands, managing setup, live operation, and teardown, and ensuring seamless hybrid meeting environments
• Manage and maintain AV systems (displays, cameras, audio equipment, switchers, streaming hardware) and administer core SaaS tools (Okta, Google Workspace, Slack, Zoom, ServiceNow)

Benefits

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount
• sign-on payments
• restricted stock units (RSUs)
• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees