Technical Support Engineer Tier I
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.
Report to: Technical Support Manager
Location: 100% remote, reports to HQ in San Jose, CA
Key Responsibilities
- Communicate with customers to support Atlona's numerous audio/video products
- Logs all customer technical support issues clearly into Zendesk ticketing system
- Address information requests with help center articles and Atlona resources
- Escalate issues beyond basic extender troubleshooting
- Triage support requests, set customer expectations, and queue tickets
- Assist Tier 2 and/or RMA team in processing RMA/AR for customers
- May have occasional weekend coverage as needed
Qualifications
- Bachelor's degree in Electrical Engineering; experience considered in lieu of degree
- 1+ years of experience as an AV installer or technical support agent
- Knowledge of HDMI, EDID, RS232, IR, cabling (TP, UTP), and IP
- Certified CTS General or other – preferred (not required)
- Experience with support ticketing system or CRM preferred
- Detail oriented, self-motivated, and team player
- Superb written and oral communication skills
- Ability to work in a dynamic environment