Support Engineer (US)

The Storytelling Company • Charlotte, NC

1h • Hybrid

About The Position

Your mission As a Support Engineer at The Storytelling Company, you deliver vital, high-quality remote and client-facing support for both software and hardware components of our solutions, with a primary focus on Audio/Video (AV) systems. While AV experience is beneficial, it is not a requirement - you’ll have opportunities to develop in this area on the job. More importantly, you bring sound social and communication skills , structured problem-solving abilities, and a talent for operational oversight in support environments. You demonstrate a proactive mindset and a propensity for de-escalation. You’ll serve as a technical escalation point and are capable in taking ownership of team-level support operations. This includes tracking ticket resolution, monitoring SLA adherence , and escalating issues when deadlines or service expectations are at risk . Strong communication remains central to this role: you’ll represent the support function with professionalism and clarity, both internally and in high-pressure client contexts. Your ability to de-escalate, mediate, and lead with empathy ensures trust and reliability in challenging moments. You’ll work closely with our Development[EE1] & Delivery teams to ensure that support aligns with broader client and business objectives. Furthermore, you’ll actively help drive improvements in support processes, coach colleagues, and help coordinate documentation and knowledge sharing across the team . We value proactive thinkers who continuously look for ways to make things better; whether that’s through smarter workflows, better tooling, or operational insights. A proven passion for technology is a must.

Requirements

• 4+ years of experience in technical support, service engineering, or AV/IT service delivery.
• Demonstrated experience leading or coordinating support processes.
• Proven ability to manage ticket queues, SLA tracking, and incident escalation.
• Familiarity with ITIL-based workflows or similar structured support frameworks.
• Strong technical knowledge of corporate networking and disaster recovery strategies in IT; AV industry experience is a big plus.
• Strong understanding of networking technologies and hardware knowledge for preventive maintenance tasks.
• Comfortable maintaining high-availability networks and servers.
• Knowledge of how applications interact across network, OS, and application layers.
• Comfortable triaging third-party or in-house developed software using OS-level diagnostic tools (e.g., Event Viewer, resource utilization, PowerToys/system snapshots).
• Proven technical [EE2] expertise in Windows environments, networking, and AV-related hardware.
• Experience with JIRA, RMM/monitoring tools (e.g., NinjaOne), and documentation platforms.
• Strong communication skills with the ability to act confidently in high-stress or escalated client interactions.
• Comfortable facilitating client meetings and leading with a mix of technical and people skills.
• Fluent in spoken and written English.
• Collaborative mindset, with a passion for team success, operational excellence, and continuous improvement.

Nice To Haves

• AV experience is beneficial
• CCNA is a big plus.

Responsibilities

• Deliver hands-on support and serve as a primary escalation point for complex incidents.
• Monitor team ticket queues and ensure timely, high-quality resolution in line with SLAs.
• Track KPIs, generate performance insights, and drive process improvement across support workflows.
• Facilitate daily support operations, including ticket prioritization, load balancing, and incident escalation.
• Represent the support team in internal planning and client-facing meetings with authority and clarity.
• Collaborate closely with engineering and delivery teams to resolve cross-functional technical issues.
• Promote structured documentation and knowledge transfer across the team.
• Champion a client-centric support culture based on professionalism, diplomacy, and clear communication.
• Support recruitment, onboarding, and mentorship of support team members.

Benefits

• Be part of a creative, supportive environment where you’ll have the freedom to take ownership, share ideas, and collaborate with passionate colleagues.
• Collaborate across diverse teams and keep growing professionally and personally.
• Work in a hybrid setup , combining office connection with the flexibility of remote work.
• Competitive compensation and annual bonus potential.
• 3 weeks paid time off, healthcare coverage, and a 401(k) plan.
• Meaningful work -contribute to award-worthy immersive projects and help shape technical delivery standards at a fast-growing studio.
• An inclusive workplace – The Storytelling Company is an Equal Opportunity Employer. We are committed to creating an inclusive environment where everyone is welcome, regardless of background, experience, or identity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed