• Manage and enhance IT service desk operations. • Ensure timely resolution of technical issues with a customer-centric service culture. • Lead a team of support professionals and drive continuous improvement. • Oversee queue management and escalation management. • Support vulnerability mitigation for end users.

Role Description As a Senior Technical Support Engineer, you will play a critical role in providing advanced technical assistance to our customers and internal teams, ensuring the seamless operation and resolution of complex technical issues. The ideal candidate should possess exceptional troubleshooting abilities, a deep understanding of our products and services, and a passion for delivering exceptional customer experiences. Key Responsibilities - Advanced Technical Assistance: Provide expert-level technical support to customers, addressing complex technical issues that cannot be resolved by lower-tier support teams. Utilize in-depth product knowledge and problem-solving skills to diagnose and troubleshoot intricate issues across hardware, software, and networking components. - Issue Resolution: Collaborate with cross-functional teams, including software developers, product managers, and quality assurance, to identify root causes of complex technical problems. Lead efforts to design and implement effective solutions, working within defined service level agreements (SLAs) to ensure timely resolution. - Customer Interaction: Interact directly with customers via various communication channels (phone, email, chat, and remote sessions). Act as a point of escalation for challenging technical problems, guiding customers through the troubleshooting process, providing clear and concise instructions, and effectively managing expectations. - Documentation: Create and maintain detailed documentation of complex technical issues, solutions, and troubleshooting steps. Contribute to the knowledge base to enhance self-service resources for both customers and the support team. - Mentorship and Training: Provide guidance and mentorship to junior members of the technical support team. Conduct training sessions to elevate the team's technical expertise and problem-solving skills. - Continuous Improvement: Identify trends and patterns in customer issues to proactively improve products and services. Collaborate with other teams to provide feedback on product enhancements and suggest improvements based on customer feedback. - Escalation Management: Manage and prioritize escalated cases, liaising with higher-level support, engineering, and management teams to expedite issue resolution and maintain customer satisfaction. - Technical Expertise: Stay current with the latest industry trends, technologies, and best practices related to the products and services being supported. Maintain expertise in relevant areas to provide accurate and up-to-date guidance to customers. - Collaboration: Work closely with cross-functional teams to ensure seamless communication and cooperation, contributing to the overall success of the organization's technical support initiatives. Qualifications - 5+ years of experience in technical support, with a minimum of 2 years in a senior or lead role. - Strong proficiency in troubleshooting complex technical issues across hardware, software, and network components. - In-depth knowledge of the products and services offered, including their architecture and integration points. - Excellent communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical audiences. - Demonstrated experience in mentoring and training junior support engineers. - Experience with CRM and ticketing systems for case management. - Customer-centric mindset with a commitment to delivering exceptional customer experiences. - Strong organizational and time-management skills, with the ability to manage multiple cases and priorities simultaneously. - Professional certifications (e.g., CompTIA A+, Cisco CCNA, Microsoft Certified: Azure Fundamentals) are a plus. Requirements - Sitting: Ability to be able to sit for long periods of time. - Lifting: Ability to lift equipment and or tools up to 20 pounds. - Manual dexterity: Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or disassembling machinery or devices. - Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals. - Hearing: Normal or corrected hearing to communicate with colleagues or customers. - Agility: Agile and able to work in tight spaces such as server rooms, data centers or other. Company Description Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting-edge Applied AI. The results are happier customers, enhanced insights, and lower costs. We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other and understand the value of hard work and the importance of a healthy balance.

• Deliver Professional Services engagements for AV over IP deployments, including design validation, configuration, commissioning, optimization, and health checks. • Travel extensively across the US to customer sites, including multi-day on-site engagements and flexibility to support urgent situations. • Act as the L3 escalation point for Premium Support customers. • Work on-site during installations, go-lives, and live or near-live events. • Design and troubleshoot AV networks supporting Dante, AES67, NDI, and ST2110/IPMX. • Manage multicast environments, ensuring proper IGMP behavior, QoS, VLAN segmentation, and bandwidth control. • Support and troubleshoot PTP timing environments. • Handle multi-vendor interoperability challenges. • Perform deep technical analysis using packet captures and diagnostic tools. • Act as a trusted technical advisor on-site with customers and partners. • Collaborate with Systems Engineers and Sales teams for pre-sales support. • Document findings, solutions, and best practices. • Provide feedback to Product and Engineering on field observations and customer needs.

Role Description Are you passionate about sharpening your technical skills? Do you have a knack for problem-solving? Do you enjoy working with software to create impactful solutions for end-users? Are you looking to make a splash as part of a small but growing team? If you answered “Yes'' to all those questions, then we’re looking for you! The Technical Support Specialist Intern is a part of the Customer Success team, otherwise known as FMX’s secret weapon. We stand out in the industry due to our world-class Customer Success, which has earned us a 98% customer satisfaction rating! A Technical Support Specialist Intern demonstrates excellent communication skills, strong technical aptitude, and high attention to detail. You’ll be the go-to person for enabling customer integrations for an upcoming project. You’ll be expected to take initiative, meet project deadlines, and provide timely responses to customer inquiries. You'll be working in a fast-paced, high-energy, and collaborative environment, where you'll be expected to show up every day and impact the strategy and culture of the company in a positive way. Responsibilities - Configure integrations via 3rd party software - Manage projects end to end - Manage customer communication about projects - Keep management informed of progress Qualifications - Tech-savvy and motivated to learn a new product quickly - Basic understanding of Prismatic, Azure Table Storage, or similar platform - Moderate knowledge of REST APIs - Provide exceptional customer service for integration troubleshooting issues - Adhere to SLAs set for the project - Maintain a high level of customer satisfaction through professional and courteous service - Work closely with the Manager, Support Services to adhere to project goals and timeline - Work cross-functionally across Customer Success Support and Retention teams, as well as with the Engineering team - Able to work up to 20 hours/week - Can start immediately and be available through August 1 Benefits - You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company. - Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines. - You can wear jeans and tees: Feel free to keep it casual, we do. - You’ll enjoy a collaborative culture and a close-knit team: We're a team of hard-working, high-fiving, friendly folks. We take collaboration, transparency, continuous improvement, and work/life balance seriously. - Compensation: The hourly wage for this position is expected to be $15-$20/hr.