Technical Support Engineer

Christie; Town of Florida (NY); On-site; USD 75,000 - 115,000; Full time

Job summary

Christie Lites is seeking a Technical Support Engineer to join our Central Distribution Office. You will provide critical support to rental fleet customers, repair techs, and operations staff, ensuring reliable lighting equipment performance and rapid issue resolution.

You will troubleshoot, guide repairs, validate firmware, and collaborate with reps, project managers, and manufacturers to resolve complex show-related challenges with professionalism and urgency.

Qualifications

• Experience as repair technician or hands-on support in entertainment lighting.
• Strong understanding of professional lighting equipment.
• Excellent troubleshooting and analytical skills.
• Excellent verbal and written communication.
• Strong customer service skills under time-critical pressure.
• Willingness to provide support outside standard hours.
• Knowledge of lighting manufacturers (e.g., Martin, ACME, grandMA).
• Knowledge of network devices and setups and troubleshooting techniques.
• Strong IT skills with lighting control software.
• Excellent teamwork and organizational skills.
• Passion for entertainment lighting technology.

Responsibilities

• Respond to customer calls on-site to address show-related needs.
• Collaborate with Christie Lites Reps and Project Managers to resolve critical issues.
• Support internal repair and operations technicians with diagnostics and repairs.
• Test, evaluate, and validate firmware updates on rental equipment.
• Test ONYX show files on ORPL equipment for compatibility and reliability.
• Work with manufacturers to obtain docs, process RMAs, and identify testing procedures.
• Source parts information to support accurate repair and diagnosis.
• Collaborate with colleagues to investigate recurring issues and improve processes.

Skills

Entertainment lighting

Troubleshooting

Technical support

Customer service

Networking basics

Tools

ONYX lighting software

Diagnostics tools

Firmware testing tools

Job description

Job Description

Job Overview

The Technical Support Engineer is a key member of the Technical Support team, providing critical assistance to Christie Lites customers, internal repair technicians, and operations staff. The TSE is responsible for helping ensure the reliable performance of lighting equipment across Christie Lites' global rental fleet by delivering timely technical support, troubleshooting assistance, and technical guidance.

Based at the Christie Lites Central Distribution Office, the ideal candidate for this role will possess a strong understanding of the entertainment lighting industry, demonstrate a sense of urgency when responding to time-critical issues, and take a proactive, methodical approach to troubleshooting and problem-solving. A genuine passion for technical challenges and delivering exceptional customer support is essential in this role.

Key Responsibilities

• Responding to calls from customers on-site to address and resolve their show-related needs.
• Working closely with Christie Lites Reps and Project Managers to resolve show-critical technical issues and provide technical guidance and information.
• Support internal repair technicians and operations technicians by assisting with diagnostics, troubleshooting procedures, and repair enquiries.
• Test, evaluate, and validate firmware updates across Christie Lites rental equipment.
• Test and verify ONYX show files on Christie Lites Original Rental Product Line (ORPL) equipment to ensure compatibility, functionality, and operational reliability.
• Collaborate with manufacturers to investigate technical issues, obtain repair documentation, process Return Merchandise Authorisations (RMAs), and identify advanced testing or repair procedures.
• Research and source parts information for Christie Lites equipment, providing repair technicians with accurate component details to support efficient diagnosis and repair.
• Work alongside fellow Technical Support Engineers to investigate recurring equipment issues, share technical knowledge, and improve troubleshooting processes.

Requirements

Essential

• Previous experience working as a repair technician or in a hands-on technical support role involving entertainment lighting or related equipment.
• Strong understanding of professional lighting equipment.
• Excellent troubleshooting and analytical skills with the ability to diagnose complex technical issues methodically.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to customers and technicians.
• Strong customer service skills and the ability to remain calm and professional when handling high-pressure, time-critical situations.
• Willingness to provide technical support outside standard working hours when required.
• Working knowledge of leading lighting manufacturers, including Martin, ACME, grandMA (etc.)
• Knowledge of Network devices and setups and troubleshooting techniques.
• Strong IT skills and confidence using software applications relevant to lighting control, diagnostics, and technical documentation.
• Excellent teamwork, collaboration, and organizational skills.
• A genuine passion for entertainment lighting technology.

Desirable

• Previous experience diagnosing, servicing, and repairing moving light fixtures.
• Familiarity with lighting control systems, DMX, RDM, Art-Net, sACN, and related protocols.
• Understanding of electrical systems, power distribution, and equipment configuration.
• Experience with ONYX lighting control software.
• Knowledge of firmware management, product validation, and equipment testing procedures.
• Familiarity with Christie Lites Original Rental Product Line (ORPL) equipment and rental operations.