Responsibilities
- Serve as the primary escalation contact for IT and AV technical support, handling advanced troubleshooting for network equipment with a preference for phone-based customer interaction.
- Analyze and resolve intricate issues involving Layer 2 and Layer 3 switching technologies.
- Troubleshoot Quality of Service (QoS), IGMP, and Spanning Tree Protocol (STP) configurations.
- Diagnose problems related to audiovisual protocols such as Dante, NDI, and AES67, including interoperability challenges.
- Address routing protocol-related technical difficulties in network environments.
- Investigate and resolve wireless networking issues across diverse deployment scenarios.
- Work closely with engineering and product development teams to report and resolve software bugs or unexplained product behaviors.
- Support lab-based testing by replicating customer environments, validating firmware updates, and configuring complex system setups.
- Maintain and expand the knowledge base by documenting root causes, solutions, and temporary workarounds for technical issues.
- Communicate customer feedback to product teams, including common pain points, feature suggestions, and usability concerns.
- Remain current with evolving networking standards, AV technologies, and upcoming product developments.
- Develop support resources such as technical guides, training materials, and educational content for internal and external audiences.
- Deliver training sessions or webinars to enhance the capabilities of frontline support teams and customers.
- Identify recurring technical trends in escalated cases and report findings to relevant departments.
- Participate in initiatives aimed at improving support efficiency and reducing escalation volume.
Other
Available to work flexible hours as required to support international customers.
