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AVI-SPL · 10 hours ago

Senior Technical Support Engineer

United States

Full-time

Remote

Senior Level

$36.06/hr - $44.47/hr

5+ years exp

AVI-SPL is a digital enablement solutions provider that transforms how people and technology connect. The Senior Technical Support Engineer will serve as an escalation point for complex AV and UC issues, providing advanced troubleshooting and mentorship while collaborating with enterprise customers and internal teams to optimize support workflows and maintain service excellence.

AudioAudio/Visual EquipmentDigital MediaProfessional ServicesSoftware

H1B Sponsor Likely

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

Qualification

AVUCC troubleshootingAV-over-IP technologiesUC cloud administrationRoot cause analysisNetworking principlesLeadership skillsTechnical documentationScripting knowledgeITSM platformsProcess improvementVendor certificationsCollaboration skillsMentorship skills

Required

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

Preferred

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

Benefits

Medical benefits, including vision and dental

Paid holidays and PTO

Enjoyable and dynamic company culture

Training and professional development opportunities

Company

AVI-SPL

Glassdoor3.7

AVI-SPL is an IT company that provides AV/UC integrator and digital solutions.

Founded in 1979

Tampa, Florida, USA

1001-5000 employees

https://avispl.com/

H1B Sponsorship

AVI-SPL 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

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Trends of Total Sponsorships

2023 (1)

2021 (1)