Senior Technical Support Engineer

Description

WHO WE ARE

 

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

 

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

 

WHAT YOU’LL DO

 

The Senior Technical Support Engineer serves as an escalation point for complex AV and UC issues, providing advanced remote troubleshooting, root cause analysis, and mentorship to other engineers. This role requires expertise in AV and UC technologies, and UC cloud administration environments.

 

The Senior TSE works closely with enterprise customers, internal teams, and vendors to resolve critical incidents, optimize support workflows, and drive long-term solutions. In addition to handling escalations from both internal and external stakeholders, they contribute to knowledge base development, assist in process improvement initiatives, and play a key role in maintaining service excellence. This position is ideal for a highly skilled AV professional looking to take on leadership responsibilities within a technical support team.

 

Day-To-Day Responsibilities:

 

• Serve as the primary escalation point for Technical Support Engineers and internal teams, resolving complex AV and UCC issues that require advanced troubleshooting.
• Leverage UCC cloud administration tools to diagnose and resolve system-wide AV and conferencing issues.
• Perform root cause analysis (RCA) on recurring issues, providing long-term solutions to minimize repeat incidents.
• Collaborate with internal teams and external vendors to troubleshoot issues, drive resolution, and continuously improve AV and UCC support services.
• Manage high-priority and VIP customer cases, ensuring rapid resolution and excellent customer experience.
• Work closely with field service technicians, dispatching and guiding them through on-site troubleshooting and remediation steps when necessary.
• Develop and maintain technical documentation, including troubleshooting guides, knowledge base articles, and process improvements for the support team.
• Lead knowledge-sharing and mentorship efforts, equipping engineers with best practices and strategies for troubleshooting complex AV and UCC environments.
• Contribute to efforts to optimize support workflows, improving efficiency in ticket handling, case resolution, and customer communication.
• Participate in strategic support initiatives, including system performance analysis, software update evaluations, and proactive support measures to enhance reliability.
• Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

 

WHAT WE’RE LOOKING FOR

 

Must-Haves:

 

• 5+ years of experience in AV or UCC technical support, remote troubleshooting, and enterprise AV environments, with a focus on Tier 2/3 escalations and root cause analysis.

• Expert-level understanding of AV and UCC troubleshooting methodologies, including signal flow analysis, hardware diagnostics, networked AV infrastructure, and system interoperability.
• Advanced experience supporting integrated AV & UCC systems, which may include Crestron and Extron control & software systems (advanced configuration, troubleshooting, and scripting). DSPs (Biamp Tesira, Shure, QSC Q-SYS, BSS, ClearOne) with experience in tuning, diagnostics, and advanced audio processing. Logitech, Cisco, Session Border Controllers (SBC), Avaya, Poly video conferencing solutions, and other UCC systems supporting enterprise-wide deployments.

• Strong working knowledge of AV-over-IP technologies, including Crestron DM-NVX, Extron NAV, Dante, and multicast network configurations for AV traffic.
• Proven ability to manage escalations, working closely with field engineers, vendors, and internal teams to resolve complex AV and UC issues.
• Familiarity with networking principles relevant to AV and UCC systems, including VLAN configuration, QoS, multicast, Dante Controller, and network security compliance.
• Familiarity with UC cloud administration environments, such as Microsoft Teams Admin Center, MTR-P, Zoom Admin portal, Ring Central portal, Audio Codes, Crestron