WyreStorm Technologies is seeking a Technical Support Supervisor to lead its North American technical support operations. This onsite role in Round Lake, NY focuses on directing day-to-day customer support, managing escalations, and collaborating with engineering, product development, and sales across the Americas.
Role Overview
The Technical Support Supervisor will oversee the North American technical support team and serve as a primary escalation point for complex issues. The position includes direct handling of advanced support cases, coordination with engineering, and occasional customer site visits and participation in Americas events.
Key Responsibilities
- Supervise and support the North American technical support team.
- Oversee incoming customer inquiries via phone, email, live chat, and the ticketing system for WyreStorm product installation, configuration, and troubleshooting.
- Manage tier 2 escalated cases and maintain a direct link to the engineering team.
- Visit customer sites when a case requires onsite support.
- Attend InfoComm and local partner events in the Americas as required.
- Coordinate with product development and technical sales to identify current device issues and limitations and provide feedback into the product.
- Report to the Technical Support Manager (based outside the US) and to the Vice President, Americas for business alignment.
Required Qualifications
- Minimum 5 years of Pro AV industry experience in technical support or a comparable role.
- Deep experience with AV over IP, control systems, network switches, matrix switchers, and presentation switchers.
- Ability to troubleshoot and diagnose complex technical issues across complete AV systems.
- Basic programming knowledge and experience.
- Confidence leading and presenting to a group.
Relevant Technologies
- AV over IP
- Control systems
- Network switches
- Matrix switchers
- Presentation switchers
Preferred Qualifications
- AMX, Crestron, Extron, or Q-SYS programming experience, or a similar certification.
- AVIXA CTS or another similar industry certification.
Compensation and Benefits
This position offers USD 70,000 - 80,000 per year and is based onsite in Round Lake, NY. Benefits include comprehensive Health, Dental & Vision Insurance, a 401(k) Retirement Plan, Paid Time Off, and a Flexible Work Schedule. Additional benefits listed are Tuition Reimbursement, Life Insurance, Employee Discounts, Paid Parental Leave, and an employee assistance program.
