Please direct your responses to: jobs@atlona.com
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 new building boasts a cool new open floor plan, abundant parking, easy access to public transportation, and walking distance to several restaurants.
We are currently seeking an experienced Technical Support Engineer II to join our growing team.
Job duties
• Product specific or subject matter expert in several technologies (matrix or switches, extender, and amplifier) or products
• International support lead/account specific
• Contact customers (end user and distributors) to general escalation support from Tier1 of
• Atlona´s multi-range AV products and assist in replication of issues
• Logs all customer technical support issues clearly into the CRM and close them in a timely manner
• Identify and prioritize issue based on severity/critical level of customer´s issue
• Participate in solutions creation and engage in solution review and conduct tech lunches at least 2 per quarter
• Lead and engage Tier3 Engineer on issues not found in knowledge dbase
• Consult with supervisor/manager on issues related to RMA return
• Assist Tier1 or RMA in system test and configuration for shipment
• May be required to be on pager on rotational basis for weekend coverage
REQUIRED- Education and Skills and Experience:
• Bachelor´s degree in Electrical Engineering or equivalent experience
• Minimum of 2 year as an AV installer
• Knowledge of HDMI, EDID, RS232, IR, cabling (TP, UTP), IP, control
• Certified CTS General and one specialist a PLUS
• 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
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