iCON Pro Audio · 21 hours ago
International Technical Support Engineer
United States
Full-time
Remote
New Grad, Entry LeveliCON Pro Audio is a company that provides audio products for home studios and creative workspaces around the world. As an International Audio Technical Support Engineer, you will assist musicians and content creators with technical support, troubleshooting, and building long-term relationships within the global community.
Consumer Electronics
Hiring Manager
J. Nadir Omowale
Responsibilities
Deliver clear, friendly, and effective technical support via email, chat, web tickets, and social media channels using Zendesk
Act as a consultant and problem-solver, adapting explanations to users of different experience levels
Provide timely follow-ups to ensure issues are fully resolved and customers feel supported
Diagnose hardware, software, firmware, and workflow issues across Windows and macOS systems
Guide users step by step through troubleshooting processes using plain language
Maintain accurate and detailed case notes that support internal learning and long-term improvements
Test audio interfaces, controllers, microphones, software, and firmware to reproduce and resolve reported issues
Collaborate with engineering and product teams by sharing real-world user feedback and technical findings
Support quality assurance efforts by identifying trends, edge cases, and recurring issues
Write and maintain Help Center articles, FAQs, setup guides, and troubleshooting tips
Translate technical concepts into simple, searchable, and creator-friendly content
Continuously improve self-service resources to reduce support friction
Work closely with product management, engineering, sales, marketing, and international distributors
Support distributor service teams with product knowledge and technical insights
Communicate clearly across time zones and cultures
Represent iCON Pro Audio as a knowledgeable product specialist at trade shows, training sessions, and industry events when needed
Serve as a calm, professional, and human voice of the brand in all customer interactions
Qualification
Required
Experience in technical support, customer support, or a related role
Strong troubleshooting and analytical skills with a service-first mindset
Working knowledge of music production tools, audio hardware, and creative workflows
Comfortable troubleshooting on both Windows and macOS systems
Excellent written and verbal English communication skills
Ability to work independently in a remote environment while collaborating with global teams
Preferred
Experience with Zendesk or similar support platforms
Hands-on experience with audio engineering or music production
Familiarity with digital audio workstations such as Pro Tools, Logic Pro, Ableton Live, Cubase, or Studio One
Experience with both Windows and macOS systems
Company
iCON Pro Audio
iCON Pro Audio is a global leader in the design and manufacture of high- quality, innovative music and audio equipment.
Founded in 1997
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase