Senior Customer Support Engineer (AV/Video Conferencing)

TL;DR

Senior Customer Support Engineer (AV/Video Conferencing): Resolving technically complex support issues for paid video conferencing services with an accent on root cause analysis and high-touch enterprise support. Focus on troubleshooting Zoom, MS Teams, and Google Meet ecosystems and maintaining technical relationships with IT decision-makers.

Location: Hybrid; must be based near Dallas, TX

Salary: $78,000 – $112,000

Company

Global leader in design and connected devices, specializing in high-quality peripherals and enterprise video conferencing solutions.

What you will do

• Resolve technically complex support issues reported by enterprise customers and internal team members.
• Own technical relationships with customers and manage expectations for high-touch enterprise accounts.
• Collaborate with department leadership and product engineers to address bugs and compatibility issues.
• Provide ad hoc feedback on trends and new technical issues to improve product stability.
• Create knowledge base documentation and training materials for internal and external users.
• Ensure department service level agreements (SLAs) are met through efficient ticket and call management.

Requirements

• Strong knowledge of video conferencing, AV products, and computer networking.
• Proficiency with Windows and Mac OS.
• Expertise in video conferencing applications such as Zoom, MS Teams, and Google Meet.
• Working knowledge of MS Office 365, Exchange, Azure AD, and SSO.
• Professional level English proficiency.
• Must be based near Dallas, TX.

Nice to have

• Familiarity with Android-based and iOS devices.
• Spanish or French language skills.
• Relevant technical certifications.
• Proven experience providing remote support to high-touch Enterprise accounts.

Culture & Benefits

• Flexible hybrid work model supporting both remote and on-premises collaboration.
• Comprehensive health coverage including Medical, Dental, and Vision.
• Financial security through Traditional and Roth 401(k) plans and an Employee Share Purchase Plan (ESPP).
• Generous family leave, including Paid Parental Leave and adoption/surrogacy assistance.
• Professional development perks such as tuition reimbursement.
• Additional benefits like commuter assistance, wellness programs, and employee product discounts.