Technical Support Engineer (Enterprise AV systems)

• Serve as the primary support contact for approximately 400 users across 15 installed units; provide remote Tier 1-3 support including triage, troubleshooting, documentation, and escalation.
• Monitor system health and availability for HP Dimension with Google Beam and coordinate with IT, AV, facilities, and external partners.
• Synthesize user feedback and support learnings into clear insights for product design, product management, and engineering.
• File and track bugs in JIRA, drive root-cause analysis, and report status, risks, and next steps to stakeholders.
• Identify recurring issues and distinguish adoption friction from technical reliability and design gaps.
• Author troubleshooting guides and knowledge base articles to support users and product readiness.
• Improve pilot support workflows and documentation to scale operations and readiness.

We are seeking a Technical Support Engineer to join our dynamic team. The ideal candidate will have strong experience in enterprise technical support, AV and collaboration systems, and pilot deployment operations and a proven ability to drive system availability, resolve complex issues, and translate user feedback into actionable product improvements., * Experience providing Tier 2 or Tier 3 enterprise technical support, including triage, bug reporting, tracking, and escalation.

• Strong user-facing communication and documentation skills; ability to convey technical and experiential issues clearly and calmly.
• Working knowledge of enterprise video collaboration systems (cameras, audio, displays, room systems).
• Experience with remote support operations, monitoring, and incident management across multiple stakeholders.
• Ability to analyze patterns, identify root causes, and provide actionable recommendations.

Preferred Skills:

• Experience supporting pilots or early-stage deployments of new technology platforms.
• Familiarity with Google Meet and Zoom in enterprise environments.
• Hands-on experience with JIRA or similar bug tracking tools and ITIL-aligned processes.
• Background in Enterprise AV, Collaboration Systems Support, UX Operations, or Customer Experience Operations.

• Competitive compensation and benefits
• Opportunities for growth with global clients
• A supportive, inclusive culture that values innovation and people
• Exposure to cutting-edge technologies and projects

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.