Technical Support Specialist - Professional AV and Display Solutions

Sony; San Diego (CA); Hybrid; USD 73,000 - 97,000; Full time

Benefits offered by this job

Healthcare benefits (medical, dental,

Vision

401k plan with matching contributions

Paid vacation

Education assistance

Student loan assistance

Paid sick leave

Paid parental leave

Job summary

Sony Electronics Inc. is seeking a Technical Support Specialist to deliver live technical support for professional AV and display solutions. You will diagnose issues across displays, projectors, LED systems, software, and networking while coordinating with partners, dealers, and end users.

The role emphasizes structured troubleshooting, documentation, and escalation handling, with a strong focus on customer satisfaction and technical accuracy.

Qualifications

• Associate degree in electronics, audiovisual technology, information technology, or related field or equivalent experience.
• At least 3 years in technical support, electronics, audiovisual systems, networking, field service, or related environment.
• Ability to troubleshoot methodically, interpret technical documentation, and communicate solutions to technical and nontechnical users.
• Foundational knowledge of digital A/V signal paths, connectivity standards, cabling, IP networking, and IPTV environments.

Responsibilities

• Provide live support for professional displays, projectors, AV systems, software, and accessories.
• Diagnose operation, configuration, firmware, signal flow, cabling, and network issues using structured methods.
• Ask questions, research information, isolate issues, and guide customers through safe technical procedures.
• Document case details, symptoms, steps, resolutions, escalations, and follow-up actions in the case-management system.
• Own cases through resolution, prioritize callbacks, and communicate trends to improve knowledge.

Skills

Troubleshooting

Documentation

Customer communication

Structured troubleshooting

Education

Associate degree in electronics or related field

Tools

Crestron

Extron

Q-SYS

Salesforce

Job description

Sony Electronics Inc. islooking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion. In addition, our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly “Free Fridays”, and early shutdowns on Fridays throughout the year (including half-days during the summer).

Join us on our mission to fill the world with emotion through the power of creativity and technology.

The Technical Support Specialist provides live technical support for professional audiovisual (AV) and display solutions, including commercial displays, televisions, projectors, large-format LED systems, software, accessories, networking, IPTV, and related audio/video signal paths. The role supports business partners, dealers, integrators, service providers, and end users by diagnosing issues, researching solutions, managing escalations, and maintaining accurate case records.

Responsibilities:

• Provide responsive live support for professional displays, televisions, projectors, large-format LED systems, software, accessories, and integrated AV solutions.
• Diagnose product operation, configuration, firmware, signal flow, cabling, input/output settings, network connectivity, and IPTV issues using structured troubleshooting methods.
• Ask focused questions, research product and service information, isolate issues, and guide customers through clear and safe technical procedures.
• Document customer details, symptoms, diagnostic steps, resolutions, escalations, and follow-up commitments in the case-management system.
• Own cases through resolution, prioritize callbacks and escalations, communicate trends, and maintain current product knowledge through training and collaboration.

Minimum Requirements:

• Associate degree in electronics, audiovisual technology, information technology, or a related field, or equivalent relevant industry experience.
• At least 3 years of experience in technical support, electronics, audiovisual systems, networking, field service, customer service, or a related environment.
• Demonstrated ability to troubleshoot methodically, interpret technical documentation, and communicate solutions to both nontechnical users and experienced integrators.
• Foundational knowledge of digital audio/video signal paths, connectivity standards, cabling, input/output configuration, TCP/IP networking, and IPTV environments.

Preferred Qualifications:

• Experience in a call center, live technical support center, professional AV support organization, electronics service operation, or field-service environment.
• Experience supporting business-to-business applications such as education, hospitality, corporate meeting spaces, or digital signage.
• Familiarity with direct-view displays, projection systems, large-format LED displays, and related professional AV products.
• Familiarity with control and automation platforms such as Crestron, Extron, Q-SYS, or comparable systems.
• Industry or manufacturer certifications focused on AV, electronics, video, audio, networking, signal flow, or systems integration.
• Experience with Salesforce or a comparable CRM, supported by strong communication, organization, prioritization, analytical thinking, and attention to detail.

The anticipated base pay range for this position is $72,589to $96,785.The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

In addition to a competitive base salary, this position is also eligible for an annual corporate bonus plan, which is based on company performance and is not guaranteed, and a comprehensive benefits package including healthcare benefits (medical, dental, and vision), paid medical leave, a 401k plan with matching company contributions, vacation time, education assistance, student loan assistance program, eighty hours of paid sick leave time annually, and up to twelve weeks paid parental leave.

Honesty, integrity, and ethical conduct are material requirements for the responsibilities outlined above.

Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.

Individuals residing, or applying to work, in California or Philadelphia. The Company will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here, and Philadelphia applicants here.

Disability Accommodation for Applicants to Sony Electronics Inc. and Sony of Canada ULC

Sony Electronics Inc. and Sony of Canada ULC. provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at [e-mail], or you can mail your resume to: Sony Electronics, Human Resources Department, 16535 Via Esprillo, San Diego CA 92127. Please indicate the position you are applying for.