Senior Technical Support Engineer

AVI-SPL

11h•$36 - $44

About The Position

The Senior Technical Support Engineer serves as an escalation point for complex AV and UC issues, providing advanced remote troubleshooting, root cause analysis, and mentorship to other engineers. This role requires expertise in AV and UC technologies, and UC cloud administration environments. The Senior TSE works closely with enterprise customers, internal teams, and vendors to resolve critical incidents, optimize support workflows, and drive long-term solutions. In addition to handling escalations from both internal and external stakeholders, they contribute to knowledge base development, assist in process improvement initiatives, and play a key role in maintaining service excellence. This position is ideal for a highly skilled AV professional looking to take on leadership responsibilities within a technical support team.

Requirements

5+ years of experience in AV or UCC technical support, remote troubleshooting, and enterprise AV environments, with a focus on Tier 2/3 escalations and root cause analysis.
Expert-level understanding of AV and UCC troubleshooting methodologies, including signal flow analysis, hardware diagnostics, networked AV infrastructure, and system interoperability.
Advanced experience supporting integrated AV & UCC systems, which may include Crestron and Extron control & software systems (advanced configuration, troubleshooting, and scripting). DSPs (Biamp Tesira, Shure, QSC Q-SYS, BSS, ClearOne) with experience in tuning, diagnostics, and advanced audio processing. Logitech, Cisco, Session Border Controllers (SBC), Avaya, Poly video conferencing solutions, and other UCC systems supporting enterprise-wide deployments.
Strong working knowledge of AV-over-IP technologies, including Crestron DM-NVX, Extron NAV, Dante, and multicast network configurations for AV traffic.
Proven ability to manage escalations, working closely with field engineers, vendors, and internal teams to resolve complex AV and UC issues.
Familiarity with networking principles relevant to AV and UCC systems, including VLAN configuration, QoS, multicast, Dante Controller, and network security compliance.
Familiarity with UC cloud administration environments, such as Microsoft Teams Admin Center, MTR-P, Zoom Admin portal, Ring Central portal, Audio Codes, Crestron XIO Cloud, Extron GVE, Q-SYS Reflect, SageVue, Systemon, Logitech Sync, Poly Lens, AppSpace, Intune, WebEx Control Hub, or O365 Applications for troubleshooting and policy management.
Strong leadership and mentorship skills.
Ability to collaborate with cross-functional teams, including IT, service desk, vendors, and AV field teams, to optimize remote support and issue resolution.
Certifications from various vendors such as AVIXA, Crestron, Extron, Biamp, QSC, Shure, Cisco, Poly, Dante, Microsoft Teams, Zoom, Webex, Microsoft, Logi, Appspace.

Nice To Haves

Experience with ServiceNow or other ITSM platforms for ticketing and case management.
Basic scripting or automation knowledge (e.g., PowerShell, Python, or Crestron Simpl#).
Deep expertise in cloud-based AV/UC administration, including Microsoft Intune, AWS CloudWatch, Azure Monitor, and Cisco Meraki Dashboard.
Advanced networking knowledge, including multicast, QoS, AV VLAN configuration, and network troubleshooting for AV-over-IP deployments.
Experience leading root cause analysis (RCA) efforts and driving long-term resolutions for recurring AV and UCC issues.
Experience in developing knowledge base articles and support documentation to improve team efficiency.
Experience managing firmware and software update policies for AV and UCC devices in controlled enterprise environments.
Industry leadership experience, including training, mentoring, or contributing to process improvement initiatives.

Responsibilities

Serve as the primary escalation point for Technical Support Engineers and internal teams, resolving complex AV and UCC issues that require advanced troubleshooting.
Leverage UCC cloud administration tools to diagnose and resolve system-wide AV and conferencing issues.
Perform root cause analysis (RCA) on recurring issues, providing long-term solutions to minimize repeat incidents.
Collaborate with internal teams and external vendors to troubleshoot issues, drive resolution, and continuously improve AV and UCC support services.
Manage high-priority and VIP customer cases, ensuring rapid resolution and excellent customer experience.
Work closely with field service technicians, dispatching and guiding them through on-site troubleshooting and remediation steps when necessary.
Develop and maintain technical documentation, including troubleshooting guides, knowledge base articles, and process improvements for the support team.
Lead knowledge-sharing and mentorship efforts, equipping engineers with best practices and strategies for troubleshooting complex AV and UCC environments.
Contribute to efforts to optimize support workflows, improving efficiency in ticket handling, case resolution, and customer communication.
Participate in strategic support initiatives, including system performance analysis, software update evaluations, and proactive support measures to enhance reliability.
Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.