Continuant · 1 day ago
Tier 3 AV Support Engineer
Tacoma, WA
Full-time
Hybrid
Senior Level, Lead/Staff
$7,000/mo - $10,000/mo
10+ years expContinuant is a Managed Services Provider and Systems Integrator, offering world-class solutions for UC and AV systems. They are seeking an expert-level Tier 3 AV Support Engineer to provide remote escalation support for complex AV issues, ensuring exceptional service quality and acting as a key technical liaison across teams.
Telecommunications
Responsibilities
Act as the primary escalation point for Tier 1 and Tier 2 engineers, leading the diagnosis and resolution of complex technical issues involving networked AV devices (encoders, decoders, routers, IP protocols, etc.)
Own high-severity support cases from initial escalation through resolution, ensuring accurate tracking, documentation, and communication with internal teams and customers
Collaborate closely with Customer Service and Support Operations to ensure case quality, customer satisfaction, and continuous improvement of support processes
Interpret and analyze electronic schematics, system designs, and architectural drawings to troubleshoot and validate AV system configurations
Perform advanced system maintenance, including control program validation, firmware updates, AV system health checks, and proactive/ preventative maintenance tasks to maintain platform stability
Document technical solutions, root causes, and best practices in a knowledge base for use by internal teams and external partners
Provide structured feedback to Product Management and Engineering regarding recurring product issues, firmware defects, and feature enhancement requests
Support AV system upgrades, high-complexity installations, and live event/streaming setups, including technical leadership during critical deployments
Mentor and train Tier 1/2 support teams, providing guidance on troubleshooting methodologies, product knowledge, and best practices
Participate in an on-call rotation to provide after-hours escalation support, including weekends as required
Qualification
Required
Minimum 10 years AV industry experience
Experienced with Crestron and control systems
Highly proficient in troubleshooting and problem-solving Cisco and Crestron AV infrastructure
Deep understanding of IT systems, architecture, and networking protocol for AV
Experience with DSP systems such as QSC, BiAmp, BSS or similar
Demonstrated knowledge and proficiency with system commissioning
Solid verbal and written communication skills
Perform well under pressure
Travel up to 30% annually
Preferred
CTS-I certification strongly preferred
Knowledge of Event Management and use of ISTM such as ServiceNow is strongly preferred
Benefits
Medical ($0 premium), Dental, Vision Benefits
Fitness Fund Reimbursement Program for gym memberships and massages
Matching 401(K) Program; 100% Match
Generous PTO program; Paid Holidays
Gym, Massage Therapist, Pickle Ball Court, Chiropractor, and Naturopath On-site
Commuting benefits for in office positions
Annual Portfolio Bonus
Company
Continuant
Continuant is a Managed Services Provider & Systems Integrator that offers cloud collaboration solutions, voice systems, and AV.
201-500 employees
H1B Sponsorship
Continuant has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
Funding
Current Stage
Growth StageLeadership Team
Scott Graham
CTO
Aldo Febro, PhD
Chief information Security & Privacy Officer
Recent News
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2022-03-30
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