Technical Support Engineer (AV)

Location: Camas, Washington, USA

Salary: $70,000–$85,000 annual base salary

Company

hirify.global develops collaboration and productivity hardware and software for teams working from different locations.

What you will do

• Troubleshoot video conferencing systems and AV hardware and software through phone, email, and chat.
• Resolve technical support tickets escalated by the Tier 1 support team.
• Guide Tier 1 specialists so tickets can be resolved without escalation.
• Provide feedback on support trends, emerging issues, and customer needs.
• Contribute to related projects during periods of lower support volume.
• Identify and suggest improvements to support processes.

Requirements

• At least 3 years of experience in AV technical support, including at least 1 year troubleshooting video conferencing systems.
• Fluent English with strong written and verbal communication skills.
• Strong, verifiable knowledge of customer care processes and techniques.
• Experience with Salesforce, Oracle, or Zendesk support ticketing systems.
• Experience with one or more video conferencing services, such as Zoom, Skype, or Google Hangouts.
• Ability to learn and troubleshoot new technologies quickly, adapt to changing procedures, and manage moderate-to-high phone call volumes.

Culture & Benefits

• Medical, dental, and vision coverage.
• Traditional and Roth 401(k) plans, flexible spending accounts, and health savings account plans.
• Paid time off, paid holidays, bereavement leave, and paid parental leave.
• Tuition reimbursement, commuter benefits, wellness programs, and insurance options.
• Employee share purchase plan, product discounts, legal support, and donation matching.
• Inclusive and flexible working environments with comprehensive employee wellbeing programs.