Technical Support Specialist

Summary

Join Audinate, a global leader in AV networking media, and contribute to pioneering the future of AV. As a member of the global Support team, you will provide direct technical support for our end user software and hardware products. You will investigate and resolve issues, enhancing customer satisfaction and working alongside a highly engaged team. We are looking for someone with strong technical support experience, excellent communication skills in Spanish and English, and a customer-focused approach. In addition to a competitive salary, annual bonus, and equity incentive plan, you'll enjoy flexible working, home office support, and volunteering leave. If you're a tech support analyst or support engineer looking to make a difference, apply now!

Requirements

• Genuine interest in assisting others to resolve technical issues
• A strong customer focus with good relationship-building skills and the ability to handle complex customer support enquiries
• Strong communication skills in Spanish and English, both verbally and in writing are key
• The ability to foster positive rapport with multinational team members in a global environment
• Experience providing technical support for IT software and hardware products in Windows/Linux/macOS environments
• Understanding of Ethernet & IP network fundamentals (e.g. DHCP, DNS, Subnets, VLANs, Multicast, QoS, etc.)

Responsibilities

• Provide quality front line technical support to Dante end users, integrators, resellers, and staff
• Investigate, debug and reproduce issues, provide workarounds where possible and/or escalate issues with the Audinate Engineering team
• Work alongside highly engaged colleagues in the Support team and wider organization who are passionate about pioneering the future of AV technology

Preferred Qualifications

• Additional skills in Portuguese or other languages are desirable but are not essential
• Hands-on experience working with Dante products and systems (strongly desired)
• The ability to use network troubleshooting tools, such as Wireshark, to analyse network traffic

Benefits

• Competitive salary
• Annual bonus
• Equity incentive plan
• Flexible working
• Home office support
• Volunteering leave