Technical Support Engineer

Job Summary

We're seeking a hands-on Technical Support Engineer to keep our innovative in-store technology projects running smoothly. This role focuses on the technical execution and field support of retail technology deployments, particularly LED video wall installations and complex device configurations for major retailers. You'll own the full lifecycle of technical tasks—from configuring computers and setting up displays to validate field issues, testing new content, and providing rapid-response field support when issues arise.

Outform's technology team works across diverse hardware and software solutions in retail environments. You won't be expected to know everything, but you must have a genuine interest in technology and the drive to dive in, troubleshooting, and figure out things. If you enjoy solving problems under pressure and take pride in keeping deployments moving forward, this is your role.

Responsibilities

• Hands-On Technical Configuration & Setup:
• Configure computers, set up LED displays, and prepare devices for deployment across multiple unique projects
• Install, test, and validate new content, firmware updates, and configurations across diverse display types and platforms
• Perform quality assurance testing and validation to ensure all systems function correctly before and after deployment
• Troubleshoot technical issues, apply software testing methodologies to hardware/device problems, and document solutions for future reference
• Field Support & Problem Resolution:
• Diagnosing and resolving field issues that arise post-deployment, leveraging specialized knowledge to prevent multi-day, multi-visit problems
• Travel to client sites and retail locations at short notice to address critical technical issues when your expertise is essential
• Work collaboratively with internal teams to understand field problems and implement lasting solutions
• Serve as a key resource for technical troubleshooting and issue escalation
• Technical Documentation & Process Support:
• Maintain accurate technical documentation including wiring diagrams, configurations, and setup procedures
• Create and update installation documentation to be done both by warehouse install teams and 3PL installation at the stores
• Create and update troubleshooting guides and technical reference materials for support teams
• Test and validate technical solutions across different project scenarios and requirements
• Collaborate with developers in Miami and teams in Union City and Chicago to align technical approaches
• Cross-Project Technical Versatility:
• Support diverse projects with unique technical requirements, adapting skills and approaches as needed
• Work with various hardware, software, and content platforms to develop broad technical capabilities
• Evaluate technical feasibility and identify solutions for project challenges
• Participate in technical discussions and contribute problem-solving ideas across multidisciplinary teams.

Qualifications

• Technical Aptitude: General understanding of technological fundamentals with strong troubleshooting and debugging capabilities
• Hands-On Experience: Comfortable working directly with hardware, devices, and technical systems; willingness to get hands dirty
• Problem-Solving: Exceptional ability to diagnose issues, test hypotheses, and implement solutions independently
• Learning Agility: Ability to quickly expand technical skills across diverse hardware/software domains and project types
• Flexibility & Responsiveness: Can adapt to changing priorities, work across multiple projects, and travel on short notice when needed
• Communication: Clear communication of technical issues and solutions to both technical and non-technical team members
• Self-Motivation: Thrives in fast-paced, dynamic environments; takes ownership of technical challenges

Physical Requirements

• Position is based out of our Chicago, IL office.
• Team is spread out geographically across multiple time zones.  Must be able to participate in weekly calls with technical and production teams in China.
• Ability to travel is essential.  30% travel to client offices, Outform offices (Union City, CA and Miami, FL), and client retail locations. International travel (China production facilities) also possible.
• This is a dynamic position that requires a candidate with a can-do attitude that thrives in a fast-paced work environment.

Technology enthusiasts who enjoy hands-on problem-solving. Have you built your own PC or dabbled in software coding? Do you know the difference between HDMI and DisplayPort? Have you done any video editing or set up a wireless network? Does configuring an LED wall, updating device firmware, troubleshooting a media player, or diving into an interactive touchscreen challenge sound exciting? If diagnosing technical problems and keeping complex deployments on track energizes you, we'd love to hear from you.