Report on Technical Support Engineer II - Networked AV

Technical Support Engineer II - Networked AV


Job Label: PANDATLONA-TechSupportEngrII

You've been working with Networked AV systems for a few years, long enough that you can put the pieces together blindfolded and with one hand tied behind your back. Okay, so we know that's not really possible. But you are a mid-level installer who knows AV systems inside and out. You've been a road warrior, and now you're eager for better work/life balance, helping customers with your knowledge of installation, troubleshooting, and systems issues. You are the ideal candidate for Atlona's Technical Support Engineer II role!

What You'll Do:

Reporting to the Customer Support Manager, you will enjoy working at our new San Jose facility with its open floor plan, abundant parking, easy access to public transportation, and choice of restaurants within walking distance. Your mission as a Technical Support Engineer II will be to delight our customers with your amazing service and your knowledge of our products and systems. Responsibilities for a Technical Support Engineer II include:

  • Replicate issues to determine possible fixes/resolution for domestic and international customers
  • Become the product specific/subject matter expert in several of our technologies and products
  • Intercept all Tier 1 escalations that deserve Tier 2 analysis and follow-up (act as International liaison support/major partner support lead)
  • Collaborate with an Escalation/QA 3 Engineer as needed for escalation path; to provide pertinent data to progress the case up to case resolution of Atlonaâs multi-range AV products and clearly document those processes in the CRM system
  • Engage yourself with developing material for Atlona product training videos based on the topmost FAQs
  • Participate in solutions creation, engage in solution reviews, and conduct tech lunches at least every other quarter
  • Lead and cultivate Tier 1 Engineers on issues not found in our knowledge database, and assist them in system test and configuration for shipments regarding returned merchandise authorizations (RMA)
  • Consult with supervisor/manager on issues related to RMA returns
  • Work cohesively with supervisor/director on projects that provide efficiencies for Technical Assistance Center and RMA teams
  • Be available for occasional rotational weekend coverage
  • Able to travel and support customer on-site (10-15%).

Founded in 2003, Atlona has been designing and engineering award-winning products for a diverse range of residential AV and commercial AV/IT markets, including education, business, government, entertainment and healthcare. The company attracts progressive, agile and entrepreneurial leaders that have strong business acumen combined with a customer centric orientation. Atlona offers a fast paced, and creative environment where employees around the world can grow and evolve to keep up with the speed of technological advancements continually reshaping the industry. Committed to changing the world, Atlona offers its employees a culture where they can pursue their professional and personal interests and love what they do. Atlona is seeking trailblazers and out of the box thinkers. Our employees are shaping the world of tomorrow, and driving innovation. We invite you to explore the job opportunities available at Atlona.


What You'll Bring:

  • Bachelor's Degree in Electrical Engineering or equivalent experience
  • Minimum of 2 years as an AV installer
  • Knowledge of HDMI, EDID, RS-232, IR, cabling (TP, UTP), TCP/IP
  • CTS certification is a definite PLUS, preferably CTS General and an additional CTS Specialist certification
  • CCENT/CCNA certification is a definite PLUS
  • Experience with CRM (NetSuite) and/or Zendesk
  • Detail-oriented, team player with superb written and oral communication skills
  • Ability to work in a dynamic and growing start-up environment. 

If this sounds like the ideal position for your already outstanding AV career, please apply online for our thoughtful consideration. 

Related Keywords: HDMI, EDID, RS-232, IR, cabling (TP, UTP), TCP/IP, Technical Support Engineer, Networked A/V, AV over IP, CTS, CTS-I, CTS-D, CCNA, CCENT, installation, installer, IC, CCIE, mentoring, ticketing, escalation, troubleshooting

Experience Requirements: 
Not requirements
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