AVL Technical Support Manager

The AVL Technical Support Manager role at Wave is based onsite in Mint Hill, North Carolina. This position delivers advanced technical support, troubleshooting, and deployment coordination across field, warehouse, and commissioning activities to ensure successful AVL projects.

Responsibilities

• Provide advanced diagnostic support and technical assistance to field technicians and internal teams
• Support the commissioning, testing, and validation of integrated AVL systems
• Train and mentor technicians on AVL systems and networking fundamentals
• Develop and maintain troubleshooting guides, standard operating procedures, and deployment standards
• Configure and troubleshoot systems using Dante, sACN, RDM, NDI, VLANs, multicast networking, and AVL/IP infrastructure
• Ensure deployment equipment readiness, job boxes, and technical inventory
• Manage RMAs, warranty claims, repairs, and coordination with manufacturers
• Troubleshoot equipment issues prior to RMAs to confirm failures and reduce unnecessary returns
• Communicate repair timelines, status updates, and resolutions with internal teams, manufacturers, vendors, and clients
• Track recurring failures and contribute to improvements in deployment standards and operational workflows
• Assist with additional technical, operational, and warehouse duties as needed to support project success

Requirements

• Alignment with Wave culture, values, and commitment to excellence
• 5+ years of experience in AVL systems, live events, or systems integration
• Strong understanding of signal flow, AVL systems, and networking concepts
• Experience troubleshooting AVL systems in live or installed environments
• Excellent organizational, communication, and documentation skills
• Ability to manage multiple priorities and support requests simultaneously
• Comfort working in warehouse, commissioning, and field deployment environments
• Ability to lift and move technical equipment up to 50 lbs
• Positive attitude, strong work ethic, and a collaborative, team-oriented mindset

Technologies

• Dante
• sACN
• RDM
• NDI
• VLANs
• Multicast networking
• AVL/IP infrastructure
• Odoo
• ClickUp

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Retirement plan
• Vision insurance

Job Details

• Type: Full-Time; minimum of 40 hours plus overtime
• Location: Onsite in Mint Hill, NC
• Travel: Up to 50% of the time
• Reports To: Director of Warehouse Operations
• Pay: USD 27.00 - 32.00 per hour

Application Questions

• Are you able to lift and move technical equipment up to 50 lbs?
• Do you have any certifications that we should be aware of, relative to this job?

Experience

• AVL systems, live events and/or systems integration: 5 years (Preferred)
• Troubleshooting AVL systems (live or installed): 1 year (Preferred)