Support Lead

BlueWave is hiring a support manager for an AV tech company with headquarters in Orlando, FL 32811. As a Support Manager, you will be overseeing the support team and implementing appropriate processes to maintain quality and efficiency. You will be a point of contact for support tickets and will work in partnership with the customer and internal resources to provide off-site support on commercial A/V and Show Control projects. The ideal candidate will have at least 5 years of overall AV industry-related experience.

Responsibilities:

• Handle the support team’s work schedule

• Handle onsite assessments, coordination, and scheduling

• Ensure the support team has appropriate documentation and training to perform duties

• Create & tweak support processes to improve efficiency and adapt to new contracts

• Ensure customers are receiving prompt and efficient technical support on Show Control, A/V, and Network Solutions

• Respond to inbound phone calls, emails, and support platform inquiries

• Perform triage and preliminary analysis of support requests, dispatching them to the appropriate team

• Follow up on open issues to provide feedback to clients

• Build internal support knowledge base and log time for analysis purposes

• Provide client support in the operation and configuration of ISAAC systems

• Participate in ISAAC platform QA

• Perform proactive system checks on systems under service agreements

• Perform scheduled onsite assessments and inspections

• Participate as needed in prescribed training on products and software

• Obtain/maintain industry/manufacturer hardware certifications as required

Requirements:

• Management and team leadership experience

• Extensive experience operating, troubleshooting, and supporting a variety of AV systems

• Ability to identify and describe typical systems, their components, cables, and terminations used in AV systems

• Ability to read, understand and convey schematics from CAD files

• Knowledge of at least one Control System programming environment (Node-RED, Q-SYS Control, Medialon, Alcorn McBride, etc.)

• Knowledge of at least one Audio DSP platform (Q-SYS preferred).

• Knowledge of at least one Media Server (Pixera, RealMotion, 7th Sense, Disguise, Touch Designer, etc.)

• Knowledge of programming/scripting languages (Lua, JavaScript, etc.)Knowledge of Windows and Linux operating systems preferred

• Knowledge of networking for AV, including VLANs, routing, QoS, IGMP, and PTP (certification a plus)

BlueWave specializes in recruiting high-performing team members for technology, marketing, sales, and leadership roles. We’re aggressive hunters – but only of talented people – and provide comprehensive staffing support for recruiting, hiring, and onboarding permanent and contract employees.

BlueWave is headquartered in Downtown Orlando, Florida with the flexibility to build teams nationally. With our boutique and personal approach, we get the right people in your company quickly without sacrificing quality.

https://bluewaverp.com/