Technical Support Engineer New Window Full Time NEW

At Kramer, we power creativity, collaboration, and human connection. Our solutions span advanced signal management, cloud-based communication, and control platforms.

We are audio-visual experts from around the world, shaping the future of engagement technology. Our mission is to bring people closer together, no matter the distance.

We believe technology should amplify human experience. We trust and empower each other, communicate authentically, and always go the extra mile for our customers and colleagues.

About The Role

We are looking for a Technical Support Engineer with strong AV and networking knowledge to join our team. In this role, you will provide technical support to customers and partners, troubleshoot complex technical issues, and support the successful implementation of our solutions.

You will work closely with customers, integrators, and internal teams, including Product, R&D, and Engineering, to ensure high-quality technical support and seamless customer experience. The role may include remote support as well as occasional on-site assistance during installations and system implementations.

Key Responsibilities

• Provide Tier 1–2 technical support to customers and partners.
• Troubleshoot and resolve technical issues related to AV systems, networking, and control systems.
• Support system installations and implementations remotely, and occasionally on-site at customer locations.
• Assist customers and integrators with installation guidance and system configuration.
• Work closely with internal teams such as R&D, Product, and Engineering to resolve technical issues and improve solutions.
• Document technical issues, troubleshooting processes, and solutions in ticketing and support management systems.
• Support customers throughout the post-sales phase, ensuring Kramer solutions are successfully implemented and maintained.

Requirements

• 2–3 years of experience in Technical Support / Help Desk or a similar role.
• Strong knowledge of networking concepts (TCP/IP, DHCP, DNS, VLANs).
• Experience working with AV systems – a strong advantage.
• Familiarity with AV protocols such as HDMI, HDBaseT, RS-232, and IR.
• Experience working with systems such as Salesforce (SF), JIRA, and Hercules – an advantage.
• Experience working with Windows operating systems (Linux or Mac – an advantage).
• High level of English – written and spoken.
• Strong troubleshooting and problem-solving skills with the ability to analyze complex technical issues.

Advantages

• Experience with control and monitoring systems.
• Basic knowledge of programming or scripting.
• Relevant professional certifications (CCNA, CTS, or similar).
• Experience working with ticketing systems and network monitoring tools.