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.
Our building boasts an open floor plan with a new hybrid model, abundant
parking, easy access to public transportation, and is walking distance from
several restaurants.
Report to: Technical Support
Manager
Location: San Jose, CA or remote
Key Responsibilities
§ Troubleshoot/identify issues with system deployments for Atlona customers and clearly document those in our ticketing system Zendesk
§ Replicate product issues to determine root cause and file those incidents in bug tracking system Jira for resolution by engineering teams
§ Product specific/subject matter expert in numerous AV technologies and products
§ Intercept Tier 1 escalations that deserve Tier 2 analysis and follow-up (act as support liaison for major partners and support lead for assigned projects/customers)
§ Collaborate with Tier 3 Engineer as needed for escalation path; to provide pertinent data to progress across teams for further analysis and future product enhancements
§ Engage his/herself into developing material for Atlona help center articles and product training videos based on common support requests
§ Participate in solutions creation and engage in solution review and conduct tech training at least every other quarter
§ Mentor those engineers with less experience on issues not found in help center and assist them in system testing and configuration
§ Consult with supervisor/manager on issues related to defective product returns
§ Work with supervisor/director on projects that improve efficiencies for TSE/RMA
§ May be required to be on call (rotational basis) for weekend coverage
§ Ability to travel and support customer on-site (15-20%)
Qualifications
§ Bachelor's degree in Electrical Engineering or equivalent experience
§ Minimum of 2 years AV experience
§ Knowledge of HDMI, EDID, RS232, IR, cabling (TP, STP), TCP/IP
§ Certified CTS General or specialist preferred (CTS, CTS-I, CTS-D)
§ Experience with CRM (NetSuite or similar)
§ Experience with ticketing system (Zendesk, etc.)
§ Detail oriented, team player
§ Superb written and oral communication skills
§ Ability to work in a dynamic and growing start-up environment