• 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.

• Investigate and resolve customer technical issues across cloud security posture management, vulnerability scanning, threat detection, container/Kubernetes security, identity & access management, network analysis, and data security • Troubleshoot cloud connector and integration failures across AWS, Azure, GCP, OCI, and SaaS platforms - including IAM/permissions issues, network connectivity, API authentication, and scanning infrastructure • Diagnose workload scanning and runtime security issues including outpost deployment, sensor configuration, registry scanning, malware detection, and file integrity monitoring • Analyze vulnerability findings - triage false positives, validate detection accuracy, investigate SBOM/SCA results, and assess secret detection and patch management coverage • Support shift-left security workflows including CI/CD scanning, IaC security, admission controllers, Kubernetes connectors, and code/version control scanning • Design and implement automation that scales the support offering - leveraging AI agents, agentic workflows, and tooling to improve triage accuracy and resolution efficiency • Participate in on-call rotation for after-hours, holiday, and weekend support coverage

• Deliver outstanding technical support via chats and emails, phone calls; • Troubleshoot complex technical issues and escalate as needed; • Act as the primary technical contact during the life-cycle live events; • Escalate incidents clearly, including impact, timeline, and reproduction steps; • Perform log analysis, REST APIs, JSON, and SQL; • Use AWS tools (CloudWatch, Athena, S3) and monitoring/logging platforms (Grafana, OpenSearch); • Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams.