Audio Video support Lead Engineer

XChange; Santa Clara (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

XChange in Santa Clara is seeking a lead AV/UC support professional to guide a team, own platform ownership for Microsoft Teams, Webex, and Cisco video conferencing, and drive improvements in room uptime and user satisfaction.

You will oversee installation, configuration, and preventive maintenance of AV equipment, define room standards, and coordinate feature rollouts and user communications across all spaces. A hands-on leader with strong analytical skills will excel.

Qualifications

• 3+ years in AV/UC support (inferred from role)
• Strong knowledge of Teams, Webex, and Cisco video systems
• Experience leading a small team and managing priorities

Responsibilities

• Lead, coach, and mentor AV support specialists; assign work, set priorities, and manage schedules.
• Serve as escalation point (Tier 2/3) for complex AV, UC, and meeting-room issues.
• Define and maintain support processes, SOPs, runbooks, and knowledge base articles.
• Own support strategy for Microsoft Teams, Webex, and Cisco video conferencing platforms.
• Lead troubleshooting of complex meeting issues and conduct root cause analysis for recurring problems.
• Coordinate platform updates, new feature rollouts, and user communications.
• Oversee installation, configuration, and maintenance of AV equipment across spaces; define room standards and build specs.
• Plan and run proactive room health checks, monitoring, and preventive maintenance for AV and network equipment.

Skills

AV support

UC platforms

Microsoft Teams

Webex

Cisco video conferencing

Leadership / mentoring

SLA/KPIs tracking

Tools

Cisco endpoints

Poly phones

Network monitoring

Job description

• Lead, coach, and mentor AV support specialists; assign work, set priorities, and manage schedules and on-call coverage.
• Serve as the escalation point (Tier 2/3) for complex AV, UC, and conference room issues.
• Define and maintain support processes, SOPs, runbooks, and knowledge base articles.
• Track and report on KPIs and SLAs (ticket volume, resolution time, room uptime, user satisfaction) and drive improvements.

UC & Meeting Platform Ownership

• Own support strategy for Microsoft Teams, Webex, and Cisco video conferencing platforms.
• Lead troubleshooting of complex meeting issues and conduct root cause analysis for recurring problems.
• Coordinate platform updates, new feature rollouts, and user communications.

Conference Room & AV Infrastructure

• Oversee installation, configuration, and maintenance of AV equipment across all AV spaces, including Cisco video endpoints and Poly phones.
• Define room standards, designs, and build specifications for new and refreshed spaces.
• Plan and run proactive room health checks, monitoring, and preventive maintenance programs for AV and network equipment.