Technical Support Engineer

  • Focusrite
  • California, USA
  • Jun 25, 2022
Full time

Job Description

Technical Support Engineer

Based: CA with hybrid working available
Term: Permanent, Full time
Salary: $42k-$44k pa + Excellent benefits

The Role:

As a Technical Support Engineer, the applicant will be responsible for helping to maintain the high level of customer service we provide. They will work as part of a global cross-functional team answering pre and post sales customer enquiries by phone, email, and live chat, and working proactively to reduce the number of customer enquiries.

Core responsibilities:

  • Act as focal point for first line Pre/Post Sales and Technical enquiries via phone, email and Live Chat relating to Focusrite and Novation product lines in a timely, friendly, problem-solving manner as to inspire customer loyalty.
  • Prepare for release, upload, and maintain technical aspects of Focusrite and Novation websites; including product downloads, help center articles, OS compatibility info and product specifications.
  • Contribute to the continual improvement of ease of use of our products and defined specification of new product development.
  • Review www based user forums and social media for technical matters; take appropriate action, create a weekly summary of relevant forum activity and distribute via the relevant procedure.
  • Feedback of common issues reported from the field to US Customer Support team in weekly meetings.
  • Work closely alongside global support team members, collaborating where necessary and collecting feedback on common customer issues where appropriate, to be shared in weekly call.
  • Participate in the Focusrite/Novation beta testing program.
  • Recreate end-user setups to replicate issues reported in the field and submit bug reports to the development team.
  • Coordinate warranty and non-warranty repair bookings.
  • Represent the Technical Support team and our customer base during the development phase of exciting new products.

Skills and experience required:

  • The ability and readiness to work well as part of a team
  • Knowledge of audio interfaces, MIDI control, home/studio recording setups and music production
  • Experience with Mac OS and Windows systems
  • DAW knowledge (e.g. Pro-Tools, Ableton, Logic, Cubase)
  • A polite, patient, and helpful phone manner
  • Experience dealing with customers
  • Must be available to work weekends.

Job Conditions and Benefits:

California based with hybrid working available.

Comprehensive benefits package includes medical insurance, life assurance, short term and long-term disability, dental, vision, 401K employer contribution, 28 days PTO, staff discount on company products and merchandise. Group bonus scheme.

About Us

Focusrite plc is a global music and audio group that develops and markets music technology products. Used by audio professionals and amateur musicians alike, our solutions facilitate the high-quality production of recorded and live sound. Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity – ‘we make music easy to make’.

The Focusrite Group trades under nine established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Martin Audio, Optimal Audio, Ampify Music and Linea Research. With a high-quality reputation and a rich heritage spanning decades, its brands are category leaders in the music-making industry.

Music technology is an enriching space to work in and we enjoy a Group-wide open-door culture which encourages innovation. This culture, combined with a passion for the inspirational solutions we create, has led to the group winning numerous accolades, including three Queen's Awards for Enterprise, the AIM Company of the Year Award 2021 and regular appearances in 'The Sunday Times 100 Best Small Companies to Work For’.

The Focusrite Group is dedicated to building a great place to work and as an equal opportunity employer we are committed to Diversity and Inclusion. The group mission is to cultivate an equitable culture, internally and externally, where all people feel they are welcome, safe and positively represented, because at Focusrite they truly are. Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future.