Support Engineer (US)
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Job Location:
Charlotte, VT - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Your mission
As a Support Engineer at The Storytelling Company you deliver vital high-quality remote and client-facing support for both software and hardware components of our solutions with a primary focus on Audio/Video (AV) systems.
While AV experience is beneficial it is not a requirement - youll have opportunities to develop in this area on the job. More importantly you bring sound social and communication skills structured problem-solving abilities and a talent for operational oversight in support environments. You demonstrate a proactive mindset and a propensity for de-escalation.
Youll serve as a technical escalation point and are capable in taking ownership of team-level support operations. This includestracking ticket resolution monitoring SLA adherence and escalating issues when deadlines or service expectations are at risk.
Strong communication remains central to this role: youll represent the support function with professionalism and clarity both internally and in high-pressure client contexts. Your ability to de-escalate mediate and lead with empathy ensures trust and reliability in challenging moments.
Youll work closely with our DevelopmentEE1 & Delivery teams to ensure that support aligns with broader client and business objectives. Furthermore youll actively help drive improvements in support processes coach colleagues and help coordinate documentation and knowledge sharing across the team.
We value proactive thinkers who continuously look for ways to make things better; whether thats through smarter workflows better tooling or operational insights. A proven passion for technology is a must.
Your Responsibilities
While AV experience is beneficial it is not a requirement - youll have opportunities to develop in this area on the job. More importantly you bring sound social and communication skills structured problem-solving abilities and a talent for operational oversight in support environments. You demonstrate a proactive mindset and a propensity for de-escalation.
Youll serve as a technical escalation point and are capable in taking ownership of team-level support operations. This includestracking ticket resolution monitoring SLA adherence and escalating issues when deadlines or service expectations are at risk.
Strong communication remains central to this role: youll represent the support function with professionalism and clarity both internally and in high-pressure client contexts. Your ability to de-escalate mediate and lead with empathy ensures trust and reliability in challenging moments.
Youll work closely with our DevelopmentEE1 & Delivery teams to ensure that support aligns with broader client and business objectives. Furthermore youll actively help drive improvements in support processes coach colleagues and help coordinate documentation and knowledge sharing across the team.
We value proactive thinkers who continuously look for ways to make things better; whether thats through smarter workflows better tooling or operational insights. A proven passion for technology is a must.
Your Responsibilities
- Deliver hands-on support and serve as a primary escalation point for complex incidents.
- Monitor team ticket queues and ensure timely high-quality resolution in line with SLAs.
- Track KPIs generate performance insights and drive process improvement across support workflows.
- Facilitate daily support operations including ticket prioritization load balancing and incident escalation.
- Represent the support team in internal planning and client-facing meetings with authority and clarity.
- Collaborate closely with engineering and delivery teams to resolve cross-functional technical issues.
- Promote structured documentation and knowledge transfer across the team.
- Champion a client-centric support culture based on professionalism diplomacy and clear communication.
- Support recruitment onboarding and mentorship of support team members.
Your profile
Experience & Support Operations
- 4 years of experience in technical support service engineering or AV/IT service delivery.
- Demonstrated experience leading or coordinating support processes.
- Proven ability to manage ticket queues SLA tracking and incident escalation.
- Familiarity with ITIL-based workflows or similar structured support frameworks.
Networking Infrastructure & Availability
- Strong technical knowledge of corporate networking and disaster recovery strategies in IT; AV industry experience is a big plus.
- Strong understanding of networking technologies and hardware knowledge for preventive maintenance tasks. CCNA is a big plus. SG1
- Comfortable maintaining high-availability networks and servers.
Systems OS & Application Troubleshooting
- Knowledge of how applications interact across network OS and application layers.
- Comfortable triaging third-party or in-house developed software using OS-level diagnostic tools (e.g. Event Viewer resource utilization PowerToys/system snapshots).
- Proven technicalEE2expertise in Windows environments networking and AV-related hardware.
Tooling & Platforms
- Experience with JIRA RMM/monitoring tools (e.g. NinjaOne) and documentation platforms.
Communication & Client Interaction
- Strong communication skills with the ability to act confidently in high-stress or escalated client interactions.
- Comfortable facilitating client meetings and leading with a mix of technical and people skills.
- Fluent in spoken and written English.
Mindset & Collaboration
- Collaborative mindset with a passion for team success operational excellence and continuous improvement.
Why us
- Be part of a creative supportive environment where youll have the freedom to take ownership share ideas and collaborate with passionate colleagues.
- Collaborate across diverse teams and keep growing professionally and personally.
- Work in a hybrid setup combining office connection with the flexibility of remote work.
- Competitive compensation and annual bonus potential.
- 3 weeks paid time off healthcare coverage and a 401(k) plan.
- Meaningful work -contribute to award-worthy immersive projects and help shape technical delivery standards at a fast-growing studio.
- An inclusive workplace The Storytelling Company is an Equal Opportunity Employer. We are committed to creating an inclusive environment where everyone is welcome regardless of background experience or identity.
About us
Since April 2025 flora & faunavisions GmbH Purple Digital Storytelling planworx GmbH and ProSystems International B.V. have been united as The Storytelling Company. We combine strategy design and technology to create interactive events immersive experience centers stage productions and revolutionary learning environments for international clients and target groups.
We build strong partnerships with our clients to bring their vision to life crafting each story with care and a deep awareness of its impact on people brands and the world around us. From the first idea to the last farewell note from initial pixels to sustainable experiences.
Now tell uswhats your story
We build strong partnerships with our clients to bring their vision to life crafting each story with care and a deep awareness of its impact on people brands and the world around us. From the first idea to the last farewell note from initial pixels to sustainable experiences.
Now tell uswhats your story
Required Experience:
IC
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
Since April 2025, flora & faunavisions GmbH, Purple Digital Storytelling, planworx GmbH and ProSystems International B.V. have been united as The Storytelling Company . We combine strategy, design, and technology to create interactive events, immer sive experience centers, stage produ ... View more
