Technical Support Representative – Audiovisual & Streaming

Granicus

full-time

Posted on: 12/14/2025

Location Type: Remote

Location: Remote • 🇨🇷 Costa Rica

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JuniorMid-Level

Cloud

About the role

Field complex/escalated issues for high value or critical clients.
Troubleshoot audio/video hardware and audio/video signals.
Work directly with clients on the phone to troubleshoot hardware and cabling at client’s location.
Work directly with clients to understand issues, document in a case, and work towards resolution.
Uphold SLA’s regarding responsiveness on individual cases.
Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
Taking ownership of technical issues and working with our Engineering and Product groups to resolve more advanced issues when necessary.
Validate and identify product bugs and be able to document the expected behaviors for resolution.
Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
On-call support
Help train more junior members/customer support representatives on our software and processes.
Updating the ticket tracking system to provide an accurate, and current, status of support issues.
Create Knowledge Base articles to expand the knowledge for handling support issues.
Troubleshoot issues ranging from simple single failures to complex multi-factored problems.

Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
Knowledge of video resolutions, frame rates, and video formats.
Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
Experience with live streaming events, gaming or other channel content.
Ambitious, self-driven and an enthusiastic approach to problem-solving.
Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
1-2 years' experience providing technical support for cloud-based software or services.
Able to convey complex technical issues to other experts, as well as technical novices.
You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
You have a technical degree in Computer Science or equivalent experience (2+ yrs.).
Nice to have: You have experience with administering windows desktops, servers and embedded systems.
You have enterprise SaaS or web-hosted software knowledge.
You have experience with GitHub, CI / CD, software deployment.
You have experience with installing audio or video systems, including home or auto projects.
You have experience building and repairing computers.
You have previous television or video broadcast experience.

Benefits

Flexibility & Balance
Flexible Time Off – Take the time you need to rest, recharge, and live your life.
Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
Work From Home Reimbursement – Support a productive home office environment.
Health & Wellness
Private health, vision, dental and life insurance – Comprehensive coverage for you and your family.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Family Paid Parental Leave - For both birthing and non-birthing parents.
Growth & Recognition
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.

Tip: use these terms in your resume and cover letter to boost ATS matches.

troubleshootingaudiovisual systemsvideo resolutionsframe ratesvideo formatsbroadcast video hardwarelive streamingcloud-based softwareGitHubCI / CD

client communicationproblem-solvingpatiencegrace under stressde-escalationownershipteam coordinationtrainingdocumentationtechnical explanation

technical degree in Computer Science