Technical Support Supervisor

W3Global; Village of Round Lake (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Comprehensive health insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Flexible work schedule

Tuition reimbursement

Life insurance

Employee assistance program

Employee discounts

Paid parental leave

Job summary

W3Global is seeking a Technical Support Supervisor to lead the North American technical support team for a manufacturer of professional audio visual distribution, control, and IT solutions. This is a hands-on leadership role overseeing day-to-day support operations, escalated cases, and cross-functional collaboration with engineering, product development, and sales.

The ideal candidate will have strong Pro AV experience across AV over IP, control systems, and presentation switchers, with a track

Qualifications

• Minimum 5 years of professional AV industry experience in technical support or a similar technical role.
• Strong hands on experience with AV over IP technologies.
• Experience with control systems, network switches, matrix switchers, and presentation switchers.
• Ability to troubleshoot and diagnose complex issues across complete AV systems.
• Basic programming knowledge and experience.
• Strong leadership and team supervision capabilities.
• Comfortable presenting technical information to groups.
• Experience with AMX, Crestron, Extron, Q SYS, or similar programming platforms preferred.
• AVIXA CTS or similar industry certification preferred.

Responsibilities

• Supervise and support the North American technical support team.
• Manage day to day technical support operations and customer inquiries across phone, email, live chat, and ticketing systems.
• Provide technical assistance related to product installation, configuration, troubleshooting, and system integration.
• Take ownership of Tier 2 escalated technical cases and coordinate with engineering when additional support is required.
• Troubleshoot and diagnose complex technical issues across complete AV systems.
• Visit customer sites when onsite technical support or troubleshooting is required.
• Collaborate with product development and technical sales teams to identify device issues, product limitations, and opportunities for improvement.
• Communicate recurring technical issues and customer feedback to appropriate internal teams.
• Attend InfoComm and regional partner events as required.
• Provide technical leadership while remaining actively involved in hands on customer support.
• Coordinate with technical support and business leadership to ensure alignment across North American operations.

Skills

AV industry experience

Leadership

Troubleshooting

Presentation skills

Programming basics

Team supervision

Customer site visits

Travel readiness

Education

AVIXA CTS certification

Tools

AMX

Crestron

Extron

Q-SYS

AV over IP hardware

Job description

Our Client is seeking a Technical Support Supervisor to lead the North American technical support team for a manufacturer of professional audio visual distribution, control, and IT solutions. This is a hands on leadership position responsible for day to day support operations, escalated technical cases, team supervision, and collaboration with engineering, product development, and sales. The ideal candidate has strong Pro AV experience and technical expertise across AV over IP, control systems, network switches, matrix switchers, and presentation switchers.

Job Roles and Responsibilities

• Supervise and support the North American technical support team.
• Manage day to day technical support operations and customer inquiries across phone, email, live chat, and ticketing systems.
• Provide technical assistance related to product installation, configuration, troubleshooting, and system integration.
• Take ownership of Tier 2 escalated technical cases and coordinate with engineering when additional support is required.
• Troubleshoot and diagnose complex technical issues across complete AV systems.
• Visit customer sites when onsite technical support or troubleshooting is required.
• Collaborate with product development and technical sales teams to identify device issues, product limitations, and opportunities for improvement.
• Communicate recurring technical issues and customer feedback to appropriate internal teams.
• Attend InfoComm and regional partner events as required.
• Provide technical leadership while remaining actively involved in hands on customer support.
• Coordinate with technical support and business leadership to ensure alignment across North American operations.

Qualifications And Certifications

• Minimum 5 years of professional AV industry experience in technical support or a similar technical role.
• Strong hands on experience with AV over IP technologies.
• Experience with control systems, network switches, matrix switchers, and presentation switchers.
• Ability to troubleshoot and diagnose complex issues across complete AV systems.
• Basic programming knowledge and experience.
• Strong leadership and team supervision capabilities.
• Comfortable presenting technical information to groups.
• Experience with AMX, Crestron, Extron, Q SYS, or similar programming platforms preferred.
• Relevant programming or manufacturer certifications preferred.
• AVIXA CTS or similar industry certification preferred.

Benefits

• Comprehensive health insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid time off
• Flexible work schedule
• Tuition reimbursement
• Life insurance
• Employee assistance program
• Employee discounts
• Paid parental leave

Additional Information

• Full time position
• In person work environment
• Customer site visits may be required.
• Regional travel may be required for customer support and industry events.
• Position supports customers and operations throughout North America.