Sr. Customer Support Engineer (AV/Video Conferencing)

TL;DR

Sr. Customer Support Engineer (AV/Video Conferencing): Troubleshooting and resolving complex technical issues for enterprise paid services with an accent on high-touch customer support and root cause analysis. Focus on optimizing video conferencing ecosystems, partnering with IT decision-makers, and ensuring stability of meeting room deployments.

Location: Hybrid. Must be based near Dallas, TX

Salary: $78,000 – $112,000 per year

Company

hirify.global is a global leader in peripherals and video conferencing solutions, focused on creating a positive global impact through flexible and inclusive work cultures.

What you will do

• Resolve technically complex support issues for global enterprise customers via phone, email, and video calls.
• Own the technical relationship with customers and manage expectations to ensure high-touch service.
• Collaborate with department leadership and product engineers to address bugs and compatibility issues.
• Analyze technical trends and provide feedback to improve product stability.
• Create and maintain knowledge base documentation and training materials for internal and external users.

Requirements

• Strong expertise in video conferencing and AV products.
• Proficiency in Windows, Mac OS, and applications like Zoom, MS Teams, and Google Meet.
• Proven knowledge of computer networking, operating systems, Azure AD, and SSO.
• Professional level English proficiency required.
• Must be located near Dallas, TX for hybrid work arrangement.

Nice to have

• Familiarity with Android and iOS devices.
• Proficiency in Spanish or French (spoken and written).
• Relevant technical certifications.
• Proven experience providing high-touch support to Enterprise accounts.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Traditional and Roth 401(k) plans and Employee Share Purchase Plan (ESPP).
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA) plans.
• Paid time off, parental leave, and tuition reimbursement.
• Wellness programs and identity theft protection.