EverPass Media

Role Description We’re looking for a remote Customer Support Specialist who thrives in a fast-paced, customer-first environment and has a passion for technology, streaming, and sports. This role is ideal for someone who is detail-oriented, resourceful, and excited about supporting customers using cutting-edge digital signage and streaming platforms. Flexibility and availability on weekends, evenings, and holidays are essential to provide real-time support during high-impact events. Key Responsibilities - Respond to inbound customer support tickets, guiding issues from initial contact through to resolution - Troubleshoot a variety of customer concerns, including device installation, streaming and connectivity issues, and registration for streaming events - ensuring a high level of customer satisfaction throughout - Collaborate with Engineering and Product teams to support continuous improvement of our streaming platform - Serve as a liaison with outsourced support partners, assisting in escalated conflict resolution and ensuring consistent service quality Qualifications - Bachelor’s degree preferred - Minimum of 2 years of experience in customer service, technical support, or operations - Basic understanding of network connectivity, with a strong interest in sports and entertainment - Self-motivated and able to work independently in a fast-paced environment - Exceptional attention to detail and strong problem-solving skills - Clear, patient, and professional communication skills - Availability 7 days a week, including weekend and evenings, based on live event schedule - Fluent in spoken and written English, Spanish a plus - Reliable high-speed internet connection capable of streaming up to 4K on multiple devices simultaneously Expected Compensation The anticipated base hourly wage range for a new hire into this position is $20 - $25/hour. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements. Benefits - Competitive Compensation - Medical, dental, vision, life, and long-term and short-term disability insurance - Professional Development Programs - Access to senior management and mentoring opportunities - Employee Recognition Program - Paid Parental Leave - Mental Health and Recharge Days - 401k Match - Pre-tax Transportation - Employee Assistance Program - In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours Company Description EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs - they're key to engaging, entertaining, and understanding their customers to help drive business results.

About EverPass Media EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. Through premium content, smart promotions, and seamless partnerships, we empower business owners to turn their screens into powerful tools for engagement, entertainment, and customer insight—helping drive real business results. Position Overview The Solutions Engineer is a customer-facing technical role responsible for supporting the successful integration and deployment of EverPass solutions within existing restaurant and commercial AV environments. Reporting to the Senior Solutions Architect, this role partners with Sales, Customer Success, and third-party installers to assess infrastructure, support implementations, troubleshoot issues, and execute against established deployment playbooks. You will work directly with restaurant operators, IT teams, and AV partners to help ensure EverPass hardware and software operate reliably within their current systems, and escalate more complex architectural decisions to the Senior Solutions Architect when needed. This is a hands-on role with travel. Key Responsibilities - Customer Technical Support & Discovery - Support pre-sales technical discovery calls and site assessments - Evaluate customer AV and network environments using established frameworks - Identify infrastructure gaps and recommend solutions aligned with EverPass standards - Escalate complex architectural issues to the Senior Solutions Architect Implementation & Deployment - Support onsite and remote deployments of EverPass hardware and software - Validate installation quality and infrastructure readiness - Troubleshoot AV signal flow, networking, and device configuration issues - Ensure deployments follow defined playbooks and standards AV & Systems Integration - Assist with configuration and support of commercial AV systems, including matrix-based video environments - Understand and apply signal routing best practices in multi-display, multi-zone setups - Work within existing customer infrastructure to integrate EverPass effectively Documentation & Enablement - Contribute to deployment playbooks and installation documentation - Provide clear instructions to installers and non-technical operators - Capture lessons learned from field deployments to improve standards and best practices Installer & Partner Coordination - Support third-party installers during implementations - Help ensure installations meet EverPass quality expectations - Flag recurring issues or quality gaps to senior leadership Required Qualifications - 3–6 years of experience in AV engineering, systems integration, field engineering, or solutions architecture - Hands-on experience with commercial AV installations in restaurants, hospitality, or similar environments - Familiarity with AV matrix systems and multi-display video environments - Working knowledge of networking fundamentals (switches, routers, PoE, network topology, bandwidth considerations) - Experience integrating new technology into existing AV or IT environments - Comfortable working directly with customers onsite - Willingness and ability to travel frequently Preferred Qualifications - Experience supporting multi-location or franchise environments - Exposure to AV matrix platforms (Extron, Crestron, Kramer, Savi, Atlona, etc.) - Experience working alongside third-party AV installers - Familiarity with POS or hospitality IT ecosystems - AVIXA CTS or related certifications Location This position is remote. Denver, Chicago or Greenwich, preferred. Expected Compensation The anticipated base salary range for a new hire into this position is $100,000 + bonuses. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements. About Us: EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024. Benefits and Perks: - Competitive Compensation - Medical, dental, vision, life, and short-term disability insurance - Professional Development Programs - Access to senior management and mentoring opportunities - Employee Recognition Program - Unlimited PTO - Paid Parental Leave - Mental Health and Recharge Days - 401k Match - Pre-tax Transportation - Employee Assistance Program - Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours. This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application. EverPass is an equal opportunity workplace and an affirmative-action employer. We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.

• Customer Technical Support & Discovery • Support pre-sales technical discovery calls and site assessments • Evaluate customer AV and network environments using established frameworks • Identify infrastructure gaps and recommend solutions aligned with EverPass standards • Escalate complex architectural issues to the Senior Solutions Architect • Support onsite and remote deployments of EverPass hardware and software • Validate installation quality and infrastructure readiness • Troubleshoot AV signal flow, networking, and device configuration issues • Ensure deployments follow defined playbooks and standards • Assist with configuration and support of commercial AV systems, including matrix-based video environments • Understand and apply signal routing best practices in multi-display, multi-zone setups • Work within existing customer infrastructure to integrate EverPass effectively • Contribute to deployment playbooks and installation documentation • Provide clear instructions to installers and non-technical operators • Capture lessons learned from field deployments to improve standards and best practices • Support third-party installers during implementations • Help ensure installations meet EverPass quality expectations • Flag recurring issues or quality gaps to senior leadership

• The Senior Solutions Architect is a customer-facing, technical role focused on helping customers successfully integrate EverPass solutions into their IT and AV environments. • This role spans pre-sales technical discovery, post-sale implementation, and ongoing operational enablement. • You will work directly with restaurant operators, IT teams, and AV partners to assess current infrastructure, identify gaps, and design practical solutions that align EverPass hardware and software with real-world deployment constraints. • You will validate installations in the field and create clear, repeatable playbooks that enable consistent deployments across many locations. • As a subject-matter expert in commercial AV matrix systems, you will design and support complex multi-source, multi-display environments, ensuring EverPass operates reliably within a wide range of existing AV architectures while providing clear guidance on when and how customers should evolve their systems to meet EverPass requirements.

• Own the full sales cycle for EverPass Engage, from outbound prospecting and discovery through demo, proposal, negotiation, and close • Sell into healthcare and retail health organizations including urgent care, dental groups, hospital systems, and specialty clinics • Run consultative discovery to understand patient experience goals, operational challenges, compliance needs, and existing technology environments • Position Engage as a scalable SaaS platform that improves communication, efficiency, and experience, not just a screens-and-hardware solution • Navigate multi-stakeholder buying groups including operations, marketing, IT, compliance, and executive leadership • Deliver tailored demos and proposals aligned to customer workflows, environments, and growth plans • Build and maintain a strong pipeline through proactive outbound efforts, referrals, and strategic targeting • Accurately forecast revenue and manage deal progression in CRM • Partner closely with Product, Marketing, and Customer Success to ensure strong handoffs and long-term customer success • Bring voice-of-customer feedback back to the organization to inform product and go-to-market strategy

• Own acquisition and expansion of national and large regional hospitality groups, serving as the executive relationship owner of EverPass’s most strategic customers. • Manage a small team of Account Managers to assist in cross selling, upselling, value creation for Everpass’s largest customers. • Drive new business by identifying, prospecting, and closing multi-location hospitality accounts • Lead end-to-end sales cycles, including discovery, tailored proposals, contract negotiation, and close • Build relationships with C-suite, ownership groups, and senior operations leaders • Position EverPass Media as a revenue-driving, fan-acquisition, and retention solution—not just a cost line item • Partner cross-functionally with Marketing, Product, Account Management, and Operations to ensure seamless onboarding and long-term account success • Develop account expansion strategies, including upsells, renewals, and multi-year agreements • Accurately forecast pipeline and revenue; consistently meet or exceed sales targets • Represent EverPass Media at industry events, trade shows, customer events, and trade shows

• Own and grow a portfolio of mid-market and regional bar and restaurant groups • Lead, coach, and develop a small team of Account Executives focused on acquiring and expanding mid-market accounts • Personally drive new business by identifying, prospecting, and closing multi-location hospitality groups • Manage and close end-to-end sales cycles including discovery and tailored proposals • Build strong relationships with owners, founders, regional operators, and senior operations leaders • Position EverPass Media as a revenue-driving, fan-acquisition, and retention solution • Partner cross-functionally with Marketing, Product, and Operations to ensure smooth onboarding and long-term customer success • Develop and execute account expansion strategies, including upsells, renewals, and footprint expansion • Provide accurate pipeline visibility and forecasting; consistently meet or exceed individual and team revenue targets • Help refine mid-market sales motions, messaging, pricing strategies, and go-to-market approach • Represent EverPass Media at industry events, trade shows, and customer meetings as needed

• Own the full sales cycle from outbound prospecting through close • Sell EverPass Media’s sports streaming platform to multi-location bars, restaurants, and hospitality groups including franchise operators • Prospect creatively and consistently — cold calls, networking, email, LinkedIn, referrals, and in-person opportunities • Run discovery with owners, operators, and executive stakeholders to understand rollout plans and revenue impact • Deliver tailored demos and commercial proposals for complex, multi-location deployments • Build, manage, and forecast a healthy pipeline in a fast-moving startup environment • Collaborate closely with marketing, product, and customer success to win deals and improve our go-to-market motion • Bring feedback from the field to help shape messaging, pricing, and product direction • Consistently hit (and stretch past) aggressive revenue targets

• Own the full sales cycle for specialty accounts, from prospecting and outreach to close and onboarding • Develop and manage a pipeline of establishments in the various specialty industry verticals • Assist in creating a sales playbook and strategy for specialty accounts, including weighing in on pricing, gathering feedback at industry events, and helping craft pitch materials that cater to these segments • Educate prospects on EverPass Media offerings, value proposition, and commercial licensing benefits • Conduct discovery to understand each venue’s business goals and recommend tailored media solutions • Build strong relationships with owners, operators, and decision-makers at target accounts • Consistently meet or exceed monthly and quarterly sales targets • Maintain accurate CRM records, including pipeline activity, forecasts, and customer notes • Collaborate cross-functionally with marketing, partnerships, and customer success teams to drive growth and retention • Stay informed on industry trends across fitness, recreation, and experiential entertainment spaces