What are the responsibilities and job description for the Technical Support Supervisor position at HireSparks AV Recruiting?
An award-winning manufacturer of professional audiovisual distribution, control, and IT solutions is seeking an experienced Technical Support Supervisor to lead its North American support team. Known for delivering innovative AV technologies and integrated solutions, the organization is committed to product excellence and customer satisfaction.
This role oversees daily support operations, manages escalated technical issues, and collaborates with engineering, product development, and sales teams. The ideal candidate combines strong AV and networking expertise with proven leadership and hands-on troubleshooting skills.
Responsibilities:
- Lead and support the North American technical support team.
- Oversee customer inquiries across phone, email, live chat, and ticketing systems.
- Provide technical guidance on AV product installation, configuration, and troubleshooting.
- Manage Tier 2 escalations and coordinate with engineering to resolve complex issues.
- Conduct customer site visits and attend InfoComm and regional partner events as needed.
- Collaborate with engineering, product development, and sales to address product issues and improve solutions.
- Report to technical leadership and support regional business objectives.
- Maintain high standards of customer service and team performance.
Qualifications:
- Minimum 5 years of Pro AV industry experience in technical support or a similar role.
- Strong knowledge of AV over IP, control systems, network switches, matrix switchers, and presentation switchers.
- Excellent networking knowledge and ability to troubleshoot complex AV systems.
- Basic programming knowledge and experience with visual programming tools.
- Proven leadership, communication, and team management skills.
- Strong problem-solving abilities and a customer-focused approach.
- Willingness to travel for customer visits and industry events.
Preferred:
- AMX, Crestron, Extron, or Q-SYS programming experience or certification.
- Experience with Node-RED or visual programming tools.
- AVIXA CTS certification or equivalent.
- Experience mentoring technical teams and collaborating with engineering or product development.