Software Support Technician I

ACT Lighting Inc• TN, US, TN

2d•$25 - $28•Hybrid

About The Position

This position is responsible for providing basic technical assistance and support to users of our software products. This role will enhance the customer experience of our products by providing timely and effective support and maximizing the value of our software solutions.

Requirements

Bachelor’s degree or equivalent technical education in lighting design, entertainment technology, or related field; or two years previous experience in the entertainment lighting industry.
Strong troubleshooting skills and the ability to analyze and diagnose software issues.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to both technical and non-technical users.
Strong attention to detail and organizational skills, with the ability to prioritize and manage tasks effectively.
Proficiency in computer technology, and software support tools a plus.
Ability to travel up to 30%
Must be able to obtain a valid passport
Must have valid driver’s license

Nice To Haves

Knowledge of Ethernet, networking, and network topology
Knowledge of XML and XSL stylesheet language
Knowledge of 3D modeling and/or drafting
Knowledge of video codecs, transcoding, and control
Knowledge of LUA scripting language

Responsibilities

Provide first-line technical software support to customers for ACT products.
Conduct in-person Beginner-Level classes on the use of ACT software products.
Attend trade shows as required.
Prepare equipment for sales and demos as per company guidelines.
Guide customers through software installation, setup, and configuration processes, ensuring smooth deployment and optimal performance.
Maintain test and demo files as required.
Collaborate with development teams to beta-test new software.
Communicate effectively with customers to provide updates, follow-up on issues, and ensure satisfaction with resolution of support requests.
Contribute to the maintenance of support and education documentation, including knowledgebase files, FAQs, troubleshooting guides, and class curriculum.
Perform other related duties as assigned by supervisor.