Senior Technical Support Engineer -AV
On-siteWarriewood, New South Wales, Australia
Job Summary
Own complex AV issues escalated by Level 1 and Level 2 teams, troubleshooting hardware, software, firmware, networking, and connectivity problems to identify root causes. Manage sensitive customer and warranty escalations while communicating with customers, resellers, distributors, and service partners. Coach junior support members, improve technical documentation, and collaborate with product and engineering teams to investigate bugs and recurring issues. Assist with occasional on-site support, training, trade shows, and after-hours incidents. Based onsite at CommBox HQ in Warriewood, this role requires five or more years of technical support experience and hands-on expertise with professional or commercial AV products.
Required Qualifications
- Five or more years' experience in technical support, AV support, field service or a related role
- Hands-on experience with professional or commercial AV products
- Strong knowledge of AV connectivity, display technology and system integration
- A good understanding of networking, operating systems and hardware diagnostics
- A curious, methodical approach to solving complex problems
- Experience managing technical escalations and difficult customer conversations
- The confidence to communicate with authority while remaining calm and respectful
- Sound commercial judgement and the ability to make reliable decisions independently
- Strong time management and prioritisation skills
- Experience using a CRM or ticketing platform such as HubSpot, Zendesk, Freshdesk or Jira
- Based on-site at CommBox HQ in Warriewood
- Some travel and occasional after-hours support may be required
Desired Qualifications
- Experience with interactive displays, Microsoft Teams Rooms, Android, Windows, device management platforms or AVIXA certification would be highly regarded
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