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 roleBased 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 doOwn complex issues escalated by the Level 1 and Level 2 support teamsTroubleshoot AV hardware, software, firmware, networking and connectivity issuesAsk the right questions to understand problems and identify root causesManage sensitive customer and warranty escalations calmly and confidentlyMake timely decisions based on technical evidence, commercial considerations and warranty requirementsCommunicate with customers, resellers, distributors and service partnersWork with product and engineering teams to investigate bugs and recurring issuesCoach junior support team members and improve technical documentationAssist with occasional on-site support, training, trade shows and after-hours incidentsWhat you’ll bringFive or more years’ experience in technical support, AV support, field service or a related roleHands-on experience with professional or commercial AV productsStrong knowledge of AV connectivity, display technology and system integrationA good understanding of networking, operating systems and hardware diagnosticsA curious, methodical approach to solving complex problemsExperience managing technical escalations and difficult customer conversationsThe confidence to communicate with authority while remaining calm and respectfulSound commercial judgement and the ability to make reliable decisions independentlyStrong time management and prioritisation skillsExperience using a CRM or ticketing platform such as HubSpot, Zendesk, Freshdesk or JiraExperience with interactive displays, Microsoft Teams Rooms, Android, Windows, device management platforms or AVIXA certification would be highly regarded.LocationThis 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.