Senior Technical Support Engineer -AV

Solve complex problems. Build customer confidence.

At CommBox, we create interactive technology that helps people teach, meet and collaborate.

We’re looking for an experienced Senior Technical Support Engineer with strong AV knowledge to take ownership of complex technical issues, guide our support team and confidently manage customer escalations.

Your role

Based on-site at CommBox HQ in Warriewood - You’ll be the escalation point for issues that require deeper investigation, sound judgement and clear communication. Working across hardware, software, firmware, networking and AV environments, you’ll diagnose problems, identify root causes and determine the best path forward.

You’ll also manage challenging warranty conversations, support junior team members and work with our product and engineering teams to improve our products and support processes.

What you’ll do

• Own complex issues escalated by the Level 1 and Level 2 support teams
• Troubleshoot AV hardware, software, firmware, networking and connectivity issues
• Ask the right questions to understand problems and identify root causes
• Manage sensitive customer and warranty escalations calmly and confidently
• Make timely decisions based on technical evidence, commercial considerations and warranty requirements
• Communicate with customers, resellers, distributors and service partners
• Work with product and engineering teams to investigate bugs and recurring issues
• Coach junior support team members and improve technical documentation
• Assist with occasional on-site support, training, trade shows and after-hours incidents

What you’ll bring

• Five or more years’ experience in technical support, AV support, field service or a related role
• Hands-on experience with professional or commercial AV products
• Strong knowledge of AV connectivity, display technology and system integration
• A good understanding of networking, operating systems and hardware diagnostics
• A curious, methodical approach to solving complex problems
• Experience managing technical escalations and difficult customer conversations
• The confidence to communicate with authority while remaining calm and respectful
• Sound commercial judgement and the ability to make reliable decisions independently
• Strong time management and prioritisation skills
• Experience using a CRM or ticketing platform such as HubSpot, Zendesk, Freshdesk or Jira

Experience with interactive displays, Microsoft Teams Rooms, Android, Windows, device management platforms or AVIXA certification would be highly regarded.

Location

This is an in-office onsite role in our fabulous HQ in Warriewood. Some travel and occasional after-hours support may be required.

If you’re an experienced AV problem-solver who enjoys asking questions, getting to the root of difficult issues and helping customers move forward with confidence, we’d love to hear from you.