The role, at a glance:

Biamp’s Technical Support Engineers (TSE) will primarily provide expert-level technical, troubleshooting and product support on complex issues to customers, consultants, sales representatives and peers in the AV industry via phone, email, and chat. The TSE also is responsible for assisting with periodic in-house and on-site training events, New Product Development teams, tradeshow equipment staging and occasional on-site support as needed.

How you'll contribute:

• Troubleshoot escalated product and design difficulties via phone, email, and chat with customers. 

• Provide advanced technical support to customers with complex projects or complex deployment issues, primarily through remote support, with occasional on-site support as required. 

• Research, document, and function as a subject matter expert on specified applications. 

• Represent the department and participate in New Product design teams. 

• Perform functional and system testing of product features and functions. 

• Coordinate data across teams to create coherent product and communication with customers. 

• Manage case information and durations in our case tracking system. 

• Function as a mentor, leader, and pillar for the department, assisting Applications Engineers and Technical Support Specialists with resolving difficult customer issues. 

• Assist with the organization and delivery of factory training courses and webinars. 

You'll also support with:

• Writing technical documents and product documentation. 

• Occasionally attending trade shows. 

• Traveling to provide system commissioning or site survey assistance as needed. 

• Other duties as assigned by your supervisor. 

A successful candidate should have: 

• 4 years of experience in the commercial AV industry. 

• High proficiency with networking concepts, particularly with time-sensitive networking protocols (including Dante and AVB). 

• High proficiency with drawing programs (such as Visio or AutoCAD). 

• Proficiency with VoIP services. 

• Bachelor’s degree or commensurate experience.

• Certified Technical Specialist (CTS) certification or approved AV industry certification or other approved AV industry certification.

• Deep familiarity with industry standard DSP, Amplifier and Loudspeaker products, and demonstrated ability to independently resolve support issues. 

• Strong presentation, organization, problem solving and communication skills. 

• Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint). 

• Possession of excellent verbal and written skills in English. 

• Demonstration of excellent organizational and interpersonal skills.

• Capability to collaborate effectively with people of diverse backgrounds and diffuse challenging situations using acceptable and appropriate methods. 

• Ability to multi-task and be flexible in a dynamic work environment while maintaining strong attention to detail. 

• Ability to work independently and in a team environment. 

• Ability to travel up to 25%. 

Work environment: 

• This is an onsite position based in one of the following cities: Beaverton OR, Plano TX, Chester PA, Boston MA, or Rochester NY.
• Stand or sit for extended periods. 
• Routine use of standard office equipment.

• Medical, Dental, and Vision
• 3 weeks annual PTO and 9 paid holidays
• 401(k) matching
• Employer-paid base life insurance, short, and long-term disability
• Health savings accounts (with Biamp contribution) and flexible spending accounts
• Tuition reimbursement
• Discretionary profit-sharing
• Referral bonuses
• Charitable donation matching

Who is Biamp?

We make the world’s most extraordinary audio and video solutions. For over 40 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.

As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same:

Biamp connects people through extraordinary audiovisual experiences.

About our company:

At Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don’t succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us.

Biamp is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.