Technical Support Specialist

AppleOne Employment Services; Brea (CA); On-site; USD 75,000 - 90,000; Full time

Job summary

AppleOne Employment Services in Brea, CA seeks a Technical Support Specialist to troubleshoot, repair, document, and support advanced video, camera, networking, and electronics products. You will collaborate with Product Management, R&D, Sales, and customers to resolve issues and create support resources.

The role offers hands-on diagnostics in a collaborative manufacturing environment, with opportunities for growth in technical support, product support, broadcast technology, or electronics

Qualifications

• Provide customer technical support for video, camera, electronics, networking, and system integration issues.
• Perform product diagnostics, repair, firmware updates, calibration, testing, and RMA documentation.
• Create technical documentation and troubleshooting guides.
• Support demo inventory, loaner equipment, and cross-functional technical communication.
• 3–5 years of relevant experience in technical support or Pro AV.
• Hands-on knowledge of PTZ cameras, video equipment, controllers, and control systems.
• Understanding of video interfaces and IP video technologies (SDI, HDMI, NDI, SRT, RTSP).
• Networking fundamentals including IP addressing, subnets, multicast, VLANs, and managed switches.

Responsibilities

• Provide technical support to customers, resellers, and system integrators through phone, email, ticketing systems, and remote support sessions.
• Troubleshoot hardware, firmware, software, networking, video, and system integration issues, including installation, configuration, firmware updates, and operation.
• Inspect, diagnose, repair, configure, calibrate, and test cameras, controllers, and related electronic equipment, including returned products through the RMA process.
• Create and maintain user manuals, installation guides, quick-start guides, troubleshooting documents, FAQs, knowledge base articles, diagrams, and technical visual aids.
• Manage demo and loaner equipment inventory, including preparation, testing, shipment, return inspection, accessory verification, updates, and records within NetSuite ERP.
• Assist with product testing, firmware validation, interoperability testing, issue reproduction, and feedback to Product Management and R&D.

Skills

Technical support

Electronics repair

Broadcast engineering

Pro AV systems integration

Customer communication

Tools

Zoho Desk

Visio

Lucidchart

draw.io

Job description

Job Summary

We are seeking a Technical Support Specialist for a direct hire opportunity in Brea, CA. This role is ideal for a hands‑on technical professional with experience supporting, troubleshooting, repairing, and documenting advanced video, camera, networking, or electronics products.

The Technical Support Specialist will work closely with customers, resellers, system integrators, Product Management, R&D, and Sales to resolve technical issues, repair products, create support resources, and improve the customer experience. This is a strong opportunity for someone who enjoys both customer‑facing technical support and hands‑on diagnostics in a collaborative manufacturing environment.

This position offers the chance to join a team‑oriented workplace where technical curiosity, problem solving, product knowledge, and clear communication are valued. The role provides exposure to product development, customer support, testing, documentation, and continuous improvement, creating a meaningful career path for someone who wants to grow within technical support, product support, broadcast technology, Pro AV, or electronics repair.

Key Responsibilities

• Provide technical support to customers, resellers, and system integrators through phone, email, ticketing systems, and remote support sessions.
• Troubleshoot hardware, firmware, software, networking, video, and system integration issues, including installation, configuration, firmware updates, and operation.
• Inspect, diagnose, repair, configure, calibrate, and test cameras, controllers, and related electronic equipment, including returned products through the RMA process.
• Create and maintain user manuals, installation guides, quick‑start guides, troubleshooting documents, FAQs, knowledge base articles, diagrams, and technical visual aids.
• Manage demo and loaner equipment inventory, including preparation, testing, shipment, return inspection, accessory verification, updates, and records within NetSuite ERP.
• Assist with product testing, firmware validation, interoperability testing, issue reproduction, and feedback to Product Management and R&D.

Compensation and Benefits

• Salary range: $75,000 to $90,000 per year.
• Job type: Direct hire.
• Location: Brea, CA.
• For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

Required Qualifications and Skills

• Provide customer technical support for video, camera, electronics, networking, and system integration issues.
• Perform product diagnostics, repair, firmware updates, calibration, testing, and RMA documentation.
• Create technical documentation, troubleshooting guides, workflow diagrams, and product support resources.
• Support demo inventory, loaner equipment, product testing, and cross‑functional technical communication.
• 3 to 5 years of relevant experience in technical support, electronics repair, broadcast engineering, Pro AV systems integration, or a related technical field.
• Hands‑on knowledge of PTZ cameras, video equipment, controllers, and associated control systems.
• Ability to diagnose and repair electronic equipment using technical procedures, diagnostic tools, and proper repair practices.
• Understanding of video interfaces and IP video technologies such as SDI, HDMI, NDI, SRT, and RTSP.
• Knowledge of networking fundamentals, including IP addressing, subnets, multicast, VLANs, and managed switches.
• Experience writing user manuals, installation guides, troubleshooting instructions, technical documentation, FAQs, or knowledge base articles.
• Ability to create workflow diagrams, signal flow drawings, connection diagrams, and system schematics.
• Proficiency with Microsoft Office and diagramming tools such as Visio, Lucidchart, draw.io, or similar software.
• Strong analytical troubleshooting, organization, time management, and attention to detail.
• Ability to explain technical concepts clearly to customers and partners with varying levels of technical experience.
• Comfortable working directly with customers and collaborating with Product Management, R&D, Sales, and other internal teams.

Preferred Qualifications

• Background in broadcast production, live event production, or Pro AV system integration.
• Experience with electronic component replacement, soldering, and PCB‑level troubleshooting.
• Familiarity with camera control protocols, video switchers, encoders, decoders, streaming, and IP video workflows.
• Experience using customer support ticketing systems such as Zoho Desk.
• Experience with technical illustration software or advanced visual documentation tools.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.