Technical Support Engineer

Job Description

Job Description

Description:

About Us:

AUO Display Plus is the industrial and commercial display subsidiary of AUO Corporation. We offer complete end-to-end display services, including R&D, manufacturing, sales, customer service, and everything in between. AUO Display Plus builds on the strength of AUO, a 50,000-plus employee global powerhouse in the display industry, leveraging over 20 years of experience to provide a comprehensive range of products to customers worldwide. Headquartered in the Hsinchu Science Park, Taiwan, the Company operates global offices in Mainland China, Japan, the United States and Europe.

This position is based in our Wilsonville, Oregon office, which is home to the Avocor brand. Avocor designs, develops and manufactures market leading interactive technology solutions for both corporate and education environments. We specialize in providing next-generation interactive touch screens that provide an unrivalled experience for customers. Avocor solutions are built for today’s modern workplace to unify in-room and remote collaboration experiences and provide a single visual platform. From executive rooms, to huddle rooms to large team meeting rooms, the Avocor integrated media platform transforms business-as-usual into inspired teamwork with all the latest tools for collaboration. 

Job Summary:

AUO Display Plus is seeking a highly motivated and technically skilled Technical Support Engineer to join our team. In this role, you will be the primary point of contact for customer escalations, providing exceptional technical support, troubleshooting complex issues with our Displays, modular dvLED display systems and other innovative AUO technology products, collaborating with engineering teams to resolve software bugs and enhance product quality.

As a Technical Support Engineer, you will be responsible for diagnosing and resolving complex hardware and software issues within customer applications like integrated AV conference environments, digital signage and classroom settings. Your strong problem-solving abilities, organizational skills and excellent communication will be key to delivering solutions to customers to our world-class display product solutions.

This role partners with sales, service, engineering, and technical support teams, regularly working and communicating with multiple departments on critical tasks. You will be responsible for ensuring customer satisfaction by delivering timely and effective solutions, while also contributing to the continuous improvement of our products and services.

Key Responsibilities:

• Coordinate and plan paths to resolution for technical issues by coordinating resources to focus on the highest priority issues. 
• Proactively anticipate and address product hardware, software, firmware, and interoperability issues and find resolutions, ideally before they become customer facing or before they delay a major milestone or deliverable.
• Once issues are identified, work with customers to resolve issues in a timely and efficient manner. 
• Act as an escalation point for service and technical support teams.
• Take ownership of escalations and drive the issue to a timely resolution, both offline or via online sessions with customers and R&D teams.
• Reproduce product issues, replicate customer environments, and perform root cause analysis.
• When a root cause is discovered, own the issue and develop a working solution or escalate to R&D teams.
• Create technical documentation as needed for service, technical support, and other interested parties.
• Create and implement any necessary diagnostic tools, patches, and fixes. 
• Occasionally travel to customer locations to provide on-site support and trouble-shooting assistance, or guide installations for high profile customers.
• Manage bug reports using tools like Jira, ensuring clear communication with the engineering team for resolution. 
• Update knowledge base articles, FAQs, and technical documentation to assist customers and internal teams. 
• Collaborate with the engineering, product development, and quality assurance teams to address recurring technical issues and improve product functionality.
• Share customer feedback and insights with the engineering team to improve product design and development.
• Participate in product testing and development cycles to ensure seamless integration and optimal performance.
• Other customer support and product service duties as needed.
• Other tasks and duties as assigned.

Education:

• Bachelor's degree in Computer Science, Electrical Engineering, Information Technology, or a related field. Equivalent experience will also be considered.

Experience:

• Minimum of 4 years of experience in technical support, service engineering, or a related role, preferably in the interactive display or AV industry. 
• Experience with on-site installation and support of interactive display systems.
• Familiarity with common AV equipment, MTRs, microphones, speakers, and integrated video conferencing systems.
• Knowledge of device management system software applications.
• Technical project management skills.

Technical Skills:

• Strong aptitude for technology and troubleshooting technical issues.
• Deep understanding of panel display technologies, calibration, and troubleshooting.
• Experience with troubleshooting touch sensitivity issues, display defects, and image quality problems.
• Strong knowledge of AV systems, including audio and video equipment, cabling, and integration. 
• Familiarity with different types of network devices, such as routers, switches, and access points.
• Proficient in using diagnostic software and hardware tools. 
• Experience with product issue tracking systems like Jira, and service ticketing systems such as Zendesk. 

Soft Skills:

• Ability to communicate technical information clearly and concisely to both technical and non-technical audiences.
• Strong listening and customer service skills and the ability to understand customer needs and concerns.
• Strong problem-solving skills and analytical thinking.
• Excellent time management and organizational skills with the ability to prioritize tasks, manage multiple projects simultaneously, and ensure projects are completed on time. 

Additional Requirements:

• Ability to travel for on-site support and installations, including willingness to travel to customer locations as needed, both domestically and potentially internationally (5-10% travel).
• Must be able to lift and carry equipment weighing up to 50 lbs. 
• Being physically capable of handling and installing interactive displays and AV equipment.
• Being available to provide support to customers during non-standard hours.

What We Offer:

• Competitive salary and performance-based bonuses, PTO and paid Holidays.
• Comprehensive benefits package, including100% employer-paid health, dental, and vision insurance, a generous 401k match, and more!
• Opportunities for professional development and career growth.
• A dynamic and inclusive work environment with a commitment to innovation.