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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** AVI-SPL - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $47,840.0 - $68,640.0 - **Contract:** Permanent contract - **Skills:** Audio Video Distribution, Cryptographic Protocols, Networking Basics, Network Connections, Cloud Services, Virtual Local Area Networks, Software Troubleshooting, Cisco, Servicenow - **Published:** July 31, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9690c87d212118c3 ## About the Role Must-Haves: * 2+ years of experience in technical support, helpdesk, or remote troubleshooting roles focused on AV and UCC technologies. * Strong understanding of AV troubleshooting methodologies, including signal flow, hardware diagnostics, and networked AV basics. * Experience supporting integrated AV and UCC systems, including Crestron and Extron control platforms, software-based control solutions, and DSPs such as Biamp Tesira, Shure, QSC Q-SYS, BSS, and ClearOne. Familiarity with video conferencing solutions like Logitech Rally, Tap, and Sync, as well as Cisco and Poly endpoints. * Ability to manage multiple customers simultaneously, ensuring SLA compliance and timely resolution. * Basic networking knowledge, including IP-based AV systems, network connectivity troubleshooting, and VLAN configurations for AV. * Excellent communication skills, with the ability to provide technical guidance to both technical and non-technical users. * Strong problem-solving mindset, capable of critical thinking under pressure. * Ability to work independently and collaboratively in a fast-paced, remote support environment. * Certifications from vendors such as AVIXA, Crestron, Extron, Biamp, QSC, Shure, Cisco, Poly, Dante. Nice-To-Haves: * Experience with ServiceNow or other ITSM platforms for ticketing and case management. * Experience with Room Booking & Scheduling Systems. * Knowledge of digital signage solutions. * Awareness of security best practices related to AV and UCC systems, including device hardening, VLAN segmentation, and encryption protocols. * Experience working with large-scale corporate AV and UCC environments, or within a managed services provider setting. * Experience with Cloud Service offerings in the AV Industry. ## Description The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support. Day-To-Day Responsibilities: * Adhere to client Service Level Agreements (SLAs) by ensuring timely response and resolution of AV and video conferencing support requests. * Deliver remote technical support for integrated AV and UCC systems, ensuring timely troubleshooting and resolution for end users and field technicians. * Triage and troubleshoot AV and UCC issues, identifying root causes and providing first-line resolution or escalating when appropriate. * Respond promptly to customer inquiries via phone, email, chat and ticketing systems, ensuring all interactions are documented thoroughly. * Manage an active case load, handling tasks such as field technician dispatch, parts ordering, and return merchandise authorizations (RMAs). * Assist with configuration and operational support for video conferencing endpoints, control systems, DSPs, and other AV equipment. * Follow up on open issues, coordinating with escalation teams and vendors to ensure timely resolutions and customer updates. * Participate in on-call rotations and scheduled support shifts, ensuring continuous technical assistance for customers. * Engage in prescribed training curricula to stay current with AV industry standards and emerging technologies. * Develop process improvement initiatives and knowledge base contributions. * Perform additional tasks, responsibilities, and projects needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives. * Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) ## Related Articles - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [I have a stream! 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