Service Engineer

Tyler Technologies, Inc.; Phoenix, Woburn (AZ, MA); On-site; USD 67,000 - 109,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Service Engineer to be the frontline contact for clients, helping them use FTR products and solutions within court environments. This role involves hands-on AV hardware/software support at customer sites.

Responsibilities include diagnosing issues, advanced troubleshooting, installing displays and conferencing equipment, maintaining documentation, and ensuring SLAs are met. Travel up to 25% may be required; after-hours on-call support is possible.

Qualifications

• 3+ years in hardware and audiovisual system support.
• Experience with AV over IP troubleshooting and installation.
• Ability to read schematics and guide diagnostics.
• Experience installing displays, cabling, and conferencing equipment.
• Strong communication and customer service skills.

Responsibilities

• Diagnose and resolve technical hardware and software issues involving FTR solutions.
• Conduct proactive support and maintenance of installed audiovisual equipment, video conferencing systems, and FTR software solutions at designated customer sites.
• Perform advanced troubleshooting and repair of equipment, including audio recording systems, microphones, DSPs, associated cabling, and other multimedia equipment.
• Troubleshoot and support legacy equipment in customer environments where required.
• Configure and deploy portable AV and recording solutions as required.
• Maintain accurate and timely reporting and record-keeping using company-designated case management systems.
• Maintain the asset register for AV-related equipment across client installations and manage portable recording and conferencing equipment.
• Demonstrate excellent customer service and troubleshooting skills while resolving escalated support requests in accordance with Service Level Agreements (SLAs) for internal and external customers.
• Provide regular progress updates for current and outstanding incidents or project tasks.
• Develop and refine hardware and troubleshooting documentation for knowledge base articles.
• Prioritize and manage multiple support requests, incidents, and project tasks while meeting established Service Level Agreements.
• Contribute to additional operational, technical, and customer support activities as required to meet business objectives, consistent with the scope and level of the position.

Skills

AV hardware troubleshooting

AV over IP troubleshooting

Schematic reading

Windows administration

Communication skills

Installation & setup

Education

Formal training with installed AV systems

Tools

PowerShell

Soldering

Cable termination

Job description

Technical SupportPhoenix,ArizonaWoburn,Massachusetts
Salary: USD 66585.00 - 108638.00 Annually

As a Service Engineer, you will play a key role in enhancing the customer experience by serving as a frontline representative of the company and helping clients utilize FTR products and solutions within their court environments.

Responsibilities

• Diagnose and resolve technical hardware and software issues involving FTR solutions.
• Conduct proactive support and maintenance of installed audiovisual equipment, video conferencing systems, and FTR software solutions at designated customer sites.
• Perform advanced troubleshooting and repair of equipment, including audio recording systems, microphones, DSPs, associated cabling, and other multimedia equipment.
• Troubleshoot and support legacy equipment in customer environments where required.
• Configure and deploy portable AV and recording solutions as required.
• Maintain accurate and timely reporting and record-keeping using company-designated case management systems.
• Maintain the asset register for AV-related equipment across client installations and manage portable recording and conferencing equipment.
• Demonstrate excellent customer service and troubleshooting skills while resolving escalated support requests in accordance with Service Level Agreements (SLAs) for internal and external customers.
• Provide regular progress updates for current and outstanding incidents or project tasks.
• Develop and refine hardware and troubleshooting documentation for knowledge base articles.
• Prioritize and manage multiple support requests, incidents, and project tasks while meeting established Service Level Agreements.
• Contribute to additional operational, technical, and customer support activities as required to meet business objectives, consistent with the scope and level of the position.

Qualifications

• Minimum of 3 years of experience with hardware, audiovisual and/or digital audio systems.
• Formal training with installed AV systems, with an understanding of troubleshooting and addressing issues related to AV over IP.
• Understanding of AV concepts, troubleshooting procedures, signal flow, and how to isolate issues in an integrated system.
• Ability to read and understand schematic drawings to guide troubleshooting procedures.
• Experience installing hardware and cabling, including mounting displays and video conferencing systems, terminating cable, and diagnosing and repairing physical infrastructure issues. Soldering experience preferred.
• Ability to demonstrate soft skills, including active listening, attentiveness, clear communication, confidence, good body language, patience, self-control, and the ability to empathize.
• Detail-oriented when documenting information accurately in case management systems and within internal documentation.
• Experience with Windows administration and troubleshooting. PowerShell experience preferred.
• Strong communication of technical concepts to non-technical stakeholders, and experience working with users of varying technical skill levels.
• Ability to prioritize work based on urgency and impact.
• Ability to consistently lift over 50 lbs and to bend and reach for tools and equipment. Onsite work may require navigating stairs, ladders, and confined spaces.
• Out-of-state travel may be required as needed up to 25% of the time.
• Occasional support may be required before or after normal court hours to respond to emergency issues. On call availability in these cases is required. Notice of after-hours work will be communicated as far in advance as possible.
• Must be able to pass a background check, possess reliable transportation, and hold a valid driver's license.