Technical Support Specialist - Professional AV and Display Solutions
Sony
Summary
The Technical Support Specialist provides live technical support for professional audiovisual (AV) and display solutions, including commercial displays, televisions, projectors, large-format LED systems, software, accessories, networking, IPTV, and related audio/video signal paths. The role supports business partners, dealers, integrators, service providers, and end users by diagnosing issues, researching solutions, managing escalations, and maintaining accurate case records.
Job description
Responsibilities
- Provide responsive live support for professional displays, televisions, projectors, large-format LED systems, software, accessories, and integrated AV solutions.
- Diagnose product operation, configuration, firmware, signal flow, cabling, input/output settings, network connectivity, and IPTV issues using structured troubleshooting methods.
- Ask focused questions, research product and service information, isolate issues, and guide customers through clear and safe technical procedures.
- Document customer details, symptoms, diagnostic steps, resolutions, escalations, and follow-up commitments in the case-management system.
- Own cases through resolution, prioritize callbacks and escalations, communicate trends, and maintain current product knowledge through training and collaboration.
Minimum Requirements
- Associate degree in electronics, audiovisual technology, information technology, or a related field, or equivalent relevant industry experience.
- At least 3 years of experience in technical support, electronics, audiovisual systems, networking, field service, customer service, or a related environment.
- Demonstrated ability to troubleshoot methodically, interpret technical documentation, and communicate solutions to both nontechnical users and experienced integrators.
- Foundational knowledge of digital audio/video signal paths, connectivity standards, cabling, input/output configuration, TCP/IP networking, and IPTV environments.
Preferred Qualifications
- Experience in a call center, live technical support center, professional AV support organization, electronics service operation, or field-service environment.
- Experience supporting business-to-business applications such as education, hospitality, corporate meeting spaces, or digital signage.
- Familiarity with direct-view displays, projection systems, large-format LED displays, and related professional AV products.
- Familiarity with control and automation platforms such as Crestron, Extron, Q-SYS, or comparable systems.
- Industry or manufacturer certifications focused on AV, electronics, video, audio, networking, signal flow, or systems integration.
- Experience with Salesforce or a comparable CRM, supported by strong communication, organization, prioritization, analytical thinking, and attention to detail.
Requirements
- Associate degree in electronics, audiovisual technology, information technology, or a related field, or equivalent relevant industry experience.
- At least 3 years of experience in technical support, electronics, audiovisual systems, networking, field service, customer service, or a related environment.
- Demonstrated ability to troubleshoot methodically, interpret technical documentation, and communicate solutions to both nontechnical users and experienced integrators.
- Foundational knowledge of digital audio/video signal paths, connectivity standards, cabling, input/output configuration, TCP/IP networking, and IPTV environments.
- Experience in a call center, live technical support center, professional AV support organization, electronics service operation, or field-service environment.
- Experience supporting business-to-business applications such as education, hospitality, corporate meeting spaces, or digital signage.
- Familiarity with direct-view displays, projection systems, large-format LED displays, and related professional AV products.
- Familiarity with control and automation platforms such as Crestron, Extron, Q-SYS, or comparable systems.
- Industry or manufacturer certifications focused on AV, electronics, video, audio, networking, signal flow, or systems integration.
- Experience with Salesforce or a comparable CRM, supported by strong communication, organization, prioritization, analytical thinking, and attention to detail.
Benefits
- Healthcare benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid medical leave
- 401(k) plan
- Matching company contributions
- Vacation time
- Education assistance
- Student loan assistance
- Paid sick leave
- Paid parental leave
- Annual corporate bonus plan
Company overview
Sony Group Corporation is a Japanese multinational conglomerate headquartered in Tokyo, Japan, founded in 1946. The company operates across diverse business segments including Game & Network Services (PlayStation), Music, Pictures, Entertainment Technology & Services (consumer electronics), Imaging & Sensing Solutions (semiconductors), and Financial Services. With approximately 113,000 employees globally, Sony has established itself as a leader in consumer electronics, gaming, entertainment, and semiconductor manufacturing. The company's iconic products include PlayStation gaming consoles, Bravia televisions, Alpha cameras, Xperia smartphones, and the historic Walkman portable music player. Sony's entertainment divisions encompass major film studios, music labels, and anime production companies. As the world's largest manufacturer of CMOS image sensors, Sony plays a critical role in the global semiconductor industry. The company continues to innovate across its portfolio while maintaining its mission to fill the world with emotion through creativity and technology.