Technical Support Supervisor

Role DescriptionThe Technical Support Supervisor is a full-time, on-site role based in Round Lake, NY. This role oversees a team of technical support specialists, ensuring timely and effective resolution of customer issues related to WyreStorm products and solutions. Day-to-day responsibilities include supervising ticket queues, assigning and prioritizing cases, monitoring service levels, and providing escalation support for complex technical problems. The supervisor will coach and mentor team members, conduct performance reviews, and support training on new products and troubleshooting procedures. Additional duties include collaborating with engineering and product teams to relay customer feedback, refining support processes, maintaining documentation and knowledge bases, and promoting a customer-focused culture that aligns with WyreStorm’s standards for reliability and simplicity.QualificationsCandidates should possess strong Supervisory Skills and Team Management abilities to lead, mentor, and develop a technical support team.Candidates should possess solid Technical Support experience, including hands-on troubleshooting of AV or related hardware/software solutions.Candidates should possess clear and professional Communication skills for interacting with customers, partners, and internal stakeholders.Candidates should possess strong Analytical Skills to diagnose issues, interpret technical data, and improve support processes.Experience in Pro AV, IT, networking, or related technology fields is highly beneficial.Proficiency with ticketing systems, CRM platforms, and support documentation tools is preferred.Ability to work on-site in Round Lake, NY and manage priorities in a fast-paced environment.Relevant technical certifications or a degree in a related field (e.g., Information Technology, Engineering, or Computer Science) are a plus.Requirements

• Minimum 5 years of Pro AV industry experience in technical support or a similar role.
• Deep experience with AV over IP, control systems, network switches, matrix switchers, andpresentation switchers.
• Ability to troubleshoot and diagnose complex technical issues across full AV systems.
• Basic programming knowledge and experience.
• Confidence leading and presenting to a group.Preferred
• AMX, Crestron, Extron, or Q-SYS programming, or a similar certification.
• AVIXA CTS or a similar industry certification.

Benefits

At WyreStorm we value our employees and invest in their success. Our package includes:

• Comprehensive Health, Dental & Vision Insurance
• 401(k) Retirement Plan
• Paid Time Off
• Flexible Work Schedule
• Tuition Reimbursement
• Life Insurance
• Employee Discounts
• Paid Parental LeaveWork Location: In person