Technical Support Specialist

Acoustic Architects, Inc.Miami, FL, US

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Job Description

Job Summary

We are seeking a skilled and motivated Technical Support Specialist to join our Advanced Support Team within a leading Audio-Visual (AV) solutions company. In this role, you will provide high-level technical support for complex AV ecosystems—including control systems, lighting, audio DSPs, and networked AV infrastructure. Acting as a key escalation point, you will support both internal teams and external clients to ensure rapid diagnosis and resolution of technical issues. This is a full-time, on-site position based at our Miami Head Office, reporting directly to the Advanced Support Manager.

Key Responsibilities

Serve as an integral member of the Advanced Support Team, handling escalated technical support cases.
Diagnose and resolve complex issues involving AV control systems (e.g., Crestron, Savant), lighting systems (e.g., Lutron), audio DSPs, and AV-over-IP networks.
Travel frequently to client sites to troubleshoot and perform hands-on repairs.
Provide remote support to field technicians, integrators, and clients during installation, commissioning, and post-deployment phases.
Collaborate with project management teams to drive timely solutions and maintain high client satisfaction.
Document service activities, troubleshooting processes, and resolutions within the ticketing system.
Assist with testing and validating new system configurations and firmware updates.
Develop and deliver technical training and documentation to internal teams and clients.
Stay up to date with emerging AV technologies, best practices, and manufacturer updates.

Qualifications

3+ years of experience in the AV industry, preferably in technical support or system integration.

Strong knowledge of audio-visual system architecture and signal flow.

Hands-on experience with control systems (Crestron, Savant), lighting control platforms (Lutron HomeWorks, RadioRA), audio DSPs, and AV-related networking.

Exceptional troubleshooting and analytical skills with high attention to detail.

Excellent written and verbal communication abilities.

Ability to work both autonomously and collaboratively in high-pressure environments.

Preferred Certifications

AVIXA CTS / CTS-I / CTS-D

Crestron DMC-E or Certified Programmer

Lutron Electronics Training (HomeWorks, RadioRA)

Savant Certified Integrator or Programmer

Networking certifications (CompTIA Network+, Cisco CCNA) — a plus

Working Conditions

Flexibility in working hours may be required for live event support or urgent service requests.

Role involves physical activity, including standing, walking, lifting up to 30 lbs, and performing tasks requiring manual dexterity and visual acuity.

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Technical Support Specialist • Miami, FL, US