Product Support Technician

The Glyph Product Support Technician independently executes and/or oversees repairs to product returned for warranty service, handles product issues, recovering client data, shipping, and receiving of RMAs and any other duties as requested by management and/or required to maintain operation of the Glyph Service Department. PRODUCT SUPPORT TECHNICIAN PRIMARY RESPONSIBILIITIES

• Troubleshoot and repair product returned via RMA.
• Recover/restore client data.
• Interact with Engineering and Product Development as requested, reporting on recurring product issues.
• Recommend new or revised service policies and procedures regarding handling warranty and non-warranty service matters.

• Experience with audio recording and film editing environments (content creation applications, Pro Tools, Logic, Final Cut, Media Composer, proficiency in audio, video, and photography workflows) a major plus!
• The ability to write code for data recovery and understanding Linux are both a major plus!
• Familiar with Mac OS as well as Windows PC (Linux a plus!). IT experience a major plus.
• Detail-oriented and ability to follow guidelines and instructions.
• Ability to multi-task and work with minimum supervision.
• Problem solving skills as well as an ability to prioritize work demands.
• Two years of college or equivalent post-high school computer education.
• Identifies opportunities and implements actions to continually reduce wasted time, money, and resources from assigned tasks.
• The ideal candidate must also have technical expertise in fixing and repairing computers and external hard drives. Versed in both Windows and Mac (Linux is a plus plus!).