Overview
Atlona is a
leading provider of innovative connectivity solutions to the Audio/Visual and
IT markets. Since 2003, Atlona has been designing and engineering
award-winning products for a diverse range of residential and commercial AV and
IT applications.
From residential to commercial solutions in education, business, government,
entertainment, healthcare and other markets, Atlona products and services
enable system designers, integrators, consultants and installers to create
scalable, customized solutions that keep their organizations on the
cutting-edge, increase efficiencies, exceed customer expectations and lower
costs. Atlona focuses on delivering products with the innovative features and
reliability customers demand all at the best value in the industry.
Location: San Jose, CA
Key Responsibilities
§ Replicate customer issues for possible fixes/resolution for domestic and international customers
§ Product specific/subject matter expert in several technologies and products
§ Intercept all Tier 1 escalations that deserve Tier 2 analysis and follow-up (act as International liaison support/major partners support lead)
§ Collaborate with Tier 3 Engineer as needed for escalation path; to provide pertinent data to progress case up to case resolution of Atlona’s multi-range AV products and clearly document those in CRM system
§ Engage in developing material for Atlona product training videos based on top most FAQs
§ Participate in solutions creation and engage in solution review and conduct tech lunches at least every other quarter
§ Lead and cultivate Tier 1 Engineers on issues not found in knowledge database/ and assist them in system test and configuration for shipment regarding RMA
§ Consult with supervisor/manager on issues related to RMA return
§ Work cohesively with supervisor/director on projects that provide efficiencies for TAC/RMA
§ Ability to travel and support customer on-site (15-20%) (post pandemic)
Qualifications
§ Bachelor's degree in IT or engineering field or equivalent experience in IT or Audio Video (AV)
§ CTS certification a PLUS
§ CCNA or equivalent a PLUS
§ Minimum of 2 year as an AV installer
§ Knowledge of HDMI, EDID, RS232, IR, cabling (TP, UTP), TCP/IP
§ Experience with CRM (NetSuite) or Avaya
§ Detail oriented, team player
§ Superb written and oral communication skills
§ Ability to work in a dynamic and growing start-up environment