Pro AV Senior Support Engineer

Pro AV Senior

Support Engineer

Location: Mukilteo, Washington

Compensation: $106K - $125K

Position Overview

We are seeking a Senior Support Engineer to provide technical leadership and ownership for complex customer issues involving professional AV, networked audio, DSP, software, networking, configuration, and integrated systems. This role combines advanced troubleshooting expertise with strong communication, organization, problem-solving, and leadership skills.

The Senior

Support Engineer will guide high-impact issues from initial investigation through resolution, coordinate cross-functional resources, strengthen technical knowledge and documentation, and support training for customers, partners, and internal teams. The successful candidate will also have the opportunity to grow into broader leadership of the Technical Support function.

What You’ll Do

· Diagnose and resolve complex professional AV, audio DSP, software, networking, configuration, and integrated-system issues using structured troubleshooting and root-cause analysis.

· Own complex and high-impact customer escalations, prioritize cases by severity and customer impact, and help ensure response and service-level expectations are met.

· Provide clear, professional customer communication and maintain accurate records of troubleshooting activities, findings, decisions, status, and next steps.

· Coordinate technical work across Support, Application Engineering, Engineering, and other teams to drive issues toward resolution.

· Create and maintain knowledge-base articles, troubleshooting guides, FAQs, application notes, technical procedures, and other reusable resources.

· Identify recurring skill and knowledge gaps and develop or deliver technical training for customers, channel partners, and internal teams.

· Mentor technical team members, facilitate knowledge transfer, and reinforce technical and service standards.

· As leadership responsibilities expand, help establish team priorities and expectations, provide feedback, support employee development, measure team effectiveness, and strengthen operating practices.

What You Bring

Required Qualifications

· Associate or bachelor’s degree in electronics, engineering, information technology, computer networking, audio technology, or a related technical field or an equivalent combination of education, technical training, certifications, and relevant experience.

· Five or more years of relevant experience in technical support, application engineering, systems integration, or a related field, preferably in professional AV, audio, or networking.

· Advanced troubleshooting expertise across networked AV systems, including audio and DSP, hardware, software, system configuration, control, and IP networking.

· Strong knowledge of TCP/IP, VLANs, DHCP, DNS, multicast, switching, and network troubleshooting.

· Proven ability to perform systematic troubleshooting and root-cause analysis and manage complex technical escalations through resolution.

· Excellent written and verbal communication skills with technical and non-technical audiences.

· Strong organization, analytical judgment, prioritization, documentation, and case-management discipline.

· Ability to coordinate cross-functional technical efforts and independently research unfamiliar technologies.

· Demonstrated professionalism, accountability, initiative, ownership, and follow-through.

Preferred Qualifications

· Relevant industry or networking certifications, such as Dante Certification, AVIXA CTS/CTS-I/CTS-D, CompTIA Network+, or Cisco CCNA.

· Experience mentoring technical team members, developing and delivering technical training, and improving team performance.

· Formal people-leadership experience or clear readiness to grow into responsibility for setting expectations, providing feedback, developing employees, and managing accountability.

Why This Role Matters

This is an opportunity to become the senior technical owner for our most challenging support issues while helping build a stronger, more capable, and more self-sufficient Technical Support team. The immediate priority is exceptional technical and networking capability.

Over time, the role offers a path toward formal leadership of Technical Support for someone who demonstrates the necessary technical credibility, judgment, communication, coaching ability, and readiness.

How to Apply

Apply through Indeed with your résumé and a brief summary of your experience troubleshooting complex professional AV and networked systems. Please highlight relevant certifications and any experience mentoring, training, or leading technical teams.

Pay: $106,000.00 - $125,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Application Question(s):

• How many years of TCP/IP, VLANs, DHCP, DNS, multicast, switching, and network troubleshooting experience do you have?
• How many years of advanced troubleshooting expertise across networked AV systems, including audio and DSP, hardware, software, system configuration, control, and IP networking do you have?

Work Location

In person