Technical Support Engineer II

Technical Support Engineer II  

Location: Hybrid (3 days in office) in Redmond, WA; Allen, TX; Colorado Springs, CO; Westminster, CO

Position Status: FT Exempt

Salary Range: $52,000 to $62,000

Resi Media, LLC is a technology company broadcasting content for thousands of organizations around the globe.  The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection, Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

We are looking for a Technical Support Engineer II to perform moderately advanced technological systems support, maintenance, and testing for proper upkeep of customer systems. A Technical Support Engineer II troubleshoots and resolves moderately complex system hardware, software, and network failures and conflicts utilizing intermediate technical knowledge to implement and support Resi’s customers and provides technical support of moderately complex issues. They may act as a lead or trainer for other Engineers for operational issues and customer support.

Essential Responsibilities:

• Follow existing processes for new customer onboarding, daily support procedures, and long-term customer success
• Complete general product training as defined by published documentation
• Provide Tier 2 technical support and incident triage
• Provide timely responses and resolutions to Dedicated and Front line customers via email and phone (reactive)
• Collaborate with cross functional teams in product development, hardware, billing, sales, et al to resolve known, and prevent future, issues (proactive)
• Analysis of ticket trends to write detailed bug reports for customer reported bugs, and support Dev and Product teams with closing bugs out
• Operate as an escalation point and offer feedback/training when necessary for Tier I associates
• Partner with Customer Success Leadership to operate as a key player in initiatives that drive system and team improvement
• Collaborate with Customer Success Leadership to recommend process/procedure changes to better improve the customer experience

Qualifications:

• Preferred 1 year technical support experience with an Resi service products, and/or 3 years  or more in a professional environment (preferred SaaS) providing break / fix technical support
• 3+ years experience with professional audio and video equipment, and AV production system design
• Working knowledge of IT, networking, computer hardware and software concepts
• Strong acumen for troubleshooting complex technical problems individually and in teams
• Strong Audio Visual Technical Support experience resolving AV faults and supporting AV services, calls, service requests and planned changes
• High level of AV equipment supporting with designated AV team
• Ability to work in dynamic and constantly evolving environments.
• Ability to work a flexible schedule including weekends, evenings, and holidays.
• Ability to work on-call on a rotating basis to provide 24-hour customer support
• Preferred AV production with large live stream events such as music or web
• Client facing experience especially with VIP customers 

Work Environment & Physical Demands

This job operates in a professional office environment. This role consistently operates standard office equipment

such as computers and phones. This is largely a sedentary role but may occasionally require moving Resi equipment weighing up to 50 pounds and bending or standing as necessary. This description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. 

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If you don’t meet every qualification, please don’t be discouraged to apply! We hire for talent and passion over experience. More information about our benefits can be found at resi.io/jobs.