Support Engineer

VISUA is seeking a Support Engineer to support, troubleshoot, install, and maintain professional video, audio, networking, digital signage, and LED display systems.

This is a hands-on technical role that combines traveling field support, client service visits, and live production support for VISUA and VirtCh. The ideal candidate is comfortable troubleshooting complex systems, making fast technical decisions under pressure, working directly with clients, league partners, and vendors, and supporting live productions where reliability and response time are critical.

When not traveling for installations, service calls, or on-site events, the Support Engineer will primarily work night and weekend shifts supporting VISUA/VirtCh live productions.

Key Responsibilities

Live Production & VirtCh Support

· Provide real-time technical support for VISUA and VirtCh live productions.

· Serve as a higher-level technical resource and escalation point for Tier 1 VirtCh Game Monitors.

· Monitor multiple live productions and respond quickly to technical or operational issues as they arise.

· Make fast, high-level technical and operational decisions in time-sensitive live production environments.

· Diagnose video, audio, network, communications, and production workflow issues while shows are live.

· Determine when an issue can be resolved remotely and when additional technical resources or escalation are required.

· Communicate clearly and efficiently with Game Monitors, operators, production personnel, and other VISUA team members.

· Work directly with league partners, technology partners, and third-party vendors to troubleshoot and resolve issues affecting live productions.

· Submit, manage, and follow up on service and support tickets with league partners, vendors, manufacturers, and other technology providers as needed.

· Maintain accurate documentation of open issues and communicate status updates through resolution.

· Maintain composure and sound judgment while managing multiple issues or productions simultaneously.

· Assist with pre-show system checks and help ensure production systems are ready before events begin.

· Document significant technical issues, resolutions, and recurring problems for follow-up.

Field, Client & Systems Support

· Provide on-site and remote technical support for VISUA systems and clients.

· Conduct scheduled and emergency service visits at client facilities and venues.

· Perform on-site troubleshooting, diagnostics, repairs, system testing, and preventative maintenance during service visits.

· Inspect client systems, identify potential issues, and recommend corrective actions or necessary repairs.

· Verify system functionality before completing a service visit and ensure the client is informed of the work performed.

· Document service visits, including the issue reported, troubleshooting performed, equipment serviced, parts used or required, and final resolution.

· Identify issues requiring additional equipment, replacement parts, vendor support, or a return service visit and coordinate the appropriate next steps.

· Participate in an on-call rotation for VISUA clients with active service and support contracts.

· Respond to client service requests and technical incidents in accordance with applicable service expectations.

· Troubleshoot client issues remotely when possible and dispatch or travel to the client site when on-site service is required.

· Communicate professionally with clients throughout the troubleshooting and resolution process.

· Coordinate with equipment manufacturers, software providers, league partners, and third-party vendors when an issue requires outside support.

· Open and manage vendor service tickets and maintain ownership of issues through resolution.

· Install, configure, maintain, and troubleshoot professional AV and production systems.

· Configure and troubleshoot production video switchers and associated infrastructure.

· Configure and troubleshoot PTZ camera systems, including camera control, networking, signal flow, and video transport.

· Configure, operate, and troubleshoot replay machines and live replay systems.

· Troubleshoot video signal flow, including SDI, HDMI, NDI/IP video, routing, conversion, distribution, and synchronization.

· Configure and troubleshoot professional audio systems, including consoles, DSP, routing, analog/digital audio, and embedded audio.

· Support digital signage systems, media players, displays, content distribution, and associated networking.

· Install, configure, troubleshoot, and maintain LED video boards, processors, controllers, and signal distribution systems.

· Assist with system commissioning, testing, preventative maintenance, and upgrades., A VISUA Support Engineer needs to be capable of moving between multiple environments: conducting hands-on service visits at client facilities, working with production and AV infrastructure in the field, providing high-level technical support for VISUA/VirtCh productions, and supporting VISUA clients with ongoing service agreements.

During live shows, this person will be expected to quickly assess problems, determine their impact, support Tier 1 Game Monitors, coordinate with league partners and vendors when necessary, make sound technical decisions, and drive issues toward resolution without disrupting the production.

When supporting service-contract clients, the Support Engineer is expected to take ownership of technical incidents from the initial call or ticket through resolution, including remote troubleshooting, on-site service when necessary, escalation, vendor coordination, documentation, and communication with the client.

The ideal candidate is equally comfortable behind a production switcher, configuring a VLAN, troubleshooting a PTZ camera or replay machine, tracing an audio/video signal path, servicing equipment at a client facility, working on an LED display, opening a vendor support ticket, or making a critical support decision while a live game is

Candidates should have experience with or a strong working knowledge of:

· Professional production video switchers

· PTZ cameras and camera-control systems

· Replay machines and live replay workflows

· Video routing and signal-flow architecture

· SDI and HDMI video

· NDI and IP-based video workflows

· Frame rates, resolutions, scaling, conversion, and synchronization

· Professional audio consoles and audio architecture

· Analog, digital, networked, and embedded audio

· Digital signage platforms and media players

· LED video walls and large-format LED displays

· LED processors/controllers and signal distribution

· Networking fundamentals and troubleshooting

· Managed network switches

· VLAN configuration and troubleshooting

· IP addressing, subnetting, DHCP, and static IP configuration

· Computers and software used in professional AV and live production environments

· Basic electrical and low-voltage troubleshooting

· Technical ticketing and issue-tracking systems

Work Schedule & Travel Requirements

This is not a traditional Monday-Friday, 9-to-5 position. VISUA supports live productions, sporting events, installations, and client systems that operate nights, weekends, and holidays.

Candidates must be:

· Willing and available to work nights, weekends, and holidays.

· Willing to participate in an on-call rotation supporting clients with active VISUA service contracts.

· Able to respond to urgent client support needs outside of normal working hours when on call.

· Willing to be within an hour of an International Aiport (or a day drive from an active client). N ot required by preferred.

· Willing and able to travel regularly for service visits, installations, service calls, client support, and live events.

· Available to work night shifts supporting VISUA/VirtCh productions when not traveling or conducting service visits.

· Comfortable working extended or nontraditional hours based on production and client service schedules.

· Able to travel by air and ground transportation.

· Possess and maintain a valid driver’s license.

· Possess and maintain a valid passport or be able to obtain one.

· Able to stand and work on their feet for extended periods.

· Able to lift and carry up to 50 lbs of professional AV, production, and related equipment.

· Able to work for extended periods in hot, cold, and changing weather conditions, including outdoor stadium and venue environments.

· Comfortable working in tight, confined, or restricted spaces such as equipment rooms, control rooms, racks, under seating structures, and other technical work areas.

· Able to stand, walk, bend, kneel, climb, and work on their feet for extended periods.

· Able to climb ladders and be on lifts.

· Comfortable working in stadiums, arenas, control rooms, equipment rooms, loading areas, and other production environments.

· Comfortable working at heights when properly trained and using appropriate safety equipment.

Safety & Certifications

· Lift certification required or willingness to obtain certification.

· OSHA 20 certification required or willingness to obtain certification.

· Must follow VISUA and client safety procedures at venues and job sites.

· Additional manufacturer or industry certifications may be required as the position develops.

Preferred Experience

Experience in one or more of the following is strongly preferred:

· Stadium or arena video production

· Collegiate or professional sports production

· Broadcast or live event production

· Remote production environments

· Production operations centers or technical operations centers

· Professional AV integration

· Field service and on-site client support

· LED video installation and support

· Venue control rooms

· Digital signage networks

· PTZ camera systems

· Replay systems

· IP/NDI video environments

· Supporting multiple simultaneous live productions

· Working directly with leagues, teams, vendors, and technology partners

· Client-facing technical support and service-contract environments

· Technical ticketing, escalation, and vendor support processes

What We’re Looking For

The right person for this role is a technical problem solver who performs well under pressure and takes ownership of problems through resolution.