Technical Support Engineer (AV)

TL;DR

Technical Support Engineer (AV): Resolving technical support issues for AV hardware and software with an accent on video conference system troubleshooting and handling escalations. Focus on providing high-level technical guidance to Tier 1 teams and improving support processes.

Location: Hybrid (Camas, Washington, USA)

Salary: $70,000–$85,000

Company

hirify.global is a global leader in peripherals and collaboration tools designed to enhance productivity and continuity.

What you will do

• Troubleshoot video conference system issues via phone, email, and chat.
• Resolve escalated support tickets from the Tier 1 support team.
• Provide guidance and technical support to Tier 1 members to reduce escalation rates.
• Analyze and provide feedback on technical trends and the voice of the customer.
• Contribute to ad-hoc projects and identify opportunities for process improvement.

Requirements

• Minimum 3 years of experience in AV technical support.
• At least 1 year of experience specifically in video-conference troubleshooting.
• Fluent English (C1+) with strong written and verbal communication skills.
• Experience with Salesforce, Oracle, or Zendesk ticketing systems.
• Proficiency with VC software such as Zoom, Skype, or Google Hangouts.
• Must be based in or able to work from Camas, Washington.

Culture & Benefits

• Comprehensive health insurance including medical, dental, and vision coverage.
• Financial planning through Traditional and Roth 401(k) Plans and Employee Share Purchase Plan (ESPP).
• Generous time off including paid holidays, PTO, and parental leave.
• Educational support via tuition reimbursement plans.
• Work-life balance initiatives and a flexible hybrid work model.
• Employee product discounts and wellness programs.