What are the responsibilities and job description for the Technical Support Supervisor position at WyreStorm Technologies?
About the Role
WyreStorm Technologies is looking for a Technical Support Supervisor to lead our North American technical support team.
WyreStorm is an award-winning manufacturer of audio-visual distribution, control, and IT solutions. Our support team plays a central part in the experience our customers have with our products, and this role leads that effort in the Americas.
You will manage the day-to-day running of North American support, take ownership of escalated technical cases, and work directly with our engineering, product development, and sales teams. This is a hands-on leadership role that combines team management with real technical work, customer site visits, and industry events across the region.
Responsibilities
- Supervise and support the North American technical support team.
- Oversee incoming customer inquiries across phone, email, live chat, and the ticketing system, covering WyreStorm product installation, configuration, and troubleshooting.
- Manage tier 2 escalated cases and act as the link to the engineering team.
- Visit customer sites when a case requires it.
- Attend InfoComm and local partner events in the Americas as required.
- Work with product development and technical sales to capture current device issues and limitations, and feed them back into the product.
- Report to the Technical Support Manager, based outside the US, and to the Vice President, Americas for business alignment.
Requirements
- Minimum 5 years of Pro AV industry experience in technical support or a similar role.
- Deep experience with AV over IP, control systems, network switches, matrix switchers, and presentation switchers.
- Ability to troubleshoot and diagnose complex technical issues across full AV systems.
- Basic programming knowledge and experience.
- Confidence leading and presenting to a group.
Preferred
- AMX, Crestron, Extron, or Q-SYS programming, or a similar certification.
- AVIXA CTS or a similar industry certification.
Benefits
At WyreStorm we value our employees and invest in their success. Our package includes:
- Comprehensive Health, Dental & Vision Insurance
- 401(k) Retirement Plan
- Paid Time Off
- Flexible Work Schedule
- Tuition Reimbursement
- Life Insurance
- Employee Discounts
- Paid Parental Leave
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $70,000 - $80,000