Technical Support Supervisor

Job Description

Job Description

Technical Support Supervisor

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.

\nCompany Description

W3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.

We’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.

Our Services
W3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.

We specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.

We are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.

Our Expertise
W3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.

As a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.

Company Description

W3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.\r\n\r\nWe’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.\r\n\r\nOur Services\r\nW3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.\r\n\r\nWe specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.\r\n\r\nWe are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.\r\n\r\nOur Expertise\r\nW3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.\r\n\r\nAs a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.