Job Description
Technical Support Specialist
Based: North Beach, San Francisco, CA – hybrid work environment
Term: Full-time (40 hours), Permanent
Salary: c.$60000 pa + excellent benefits
About Sequential!
We make electronic musical instruments for professional musicians and are extremely passionate about our work. We’re seeking a like-minded individual to whom synthesizers, electronics, and music are not just hobbies but a lifestyle.
Sequential has a long history of great customer service and support, and we strive to uphold that reputation. Our ideal candidate must have a good balance of people skills and technical knowledge and must enjoy engaging with people and synthesizers on a regular basis.
About the Role:
Reporting to the Technical Support Manager, this position has three main functions:
- Full-time technical support magician
- Product specialist
- Beta tester
Duties & Responsibilities:
- Email and phone support for our range of synthesizers
- Diagnose and resolve any software, hardware, or usability issues in a satisfactory and timely fashion.
- Collect customer feedback on features and operation, and relay that information to help guide product development and maintenance.
- Raise technical awareness of our instruments and features amongst our customers through hands-on demos, as necessary.
- Product testing is an important part of this position as well.
- Thorough and systematic beta/bug testing of software and hardware are necessary surrounding new instrument development.
- Periodic software testing for new OS releases.
- As needed, handle light shipping and receiving and other related tasks as they arise.
Required Skills & Education:
- Previous experience in a technical support or customer service role is favorable
- Excellent written and verbal communication skills with proficiency in typing and grammar
- Expert-level knowledge of synthesis and synthesizers. Bonus if you already know one or more of our instruments
- Quick-thinking, and analytical problem-solving skills
- Detail oriented and self-motivated
- A technical background such as an A.S. degree in electronics/electrical engineering or equivalent experience are a huge plus
- The ability to read schematics and/or having good soldering skills are also a huge plus
- Great presentation skills/stage presence, and comfortable demonstrating products to small groups
- Familiarity with MIDI/SysEx/NRPN
- Knowledge of popular audio software and Digital Audio Workstations
- Ability to lift up to to 50lbs
Location:
Our office is in North Beach, San Francisco. We are currently working in a hybrid office environment. Part of the week is remote and part of it is in the office. We’ll need you to come into the office for training 2 – 3x a week. Because of this, you must already be local. Unfortunately, we cannot accommodate requests or applications from outside the Bay Area.
Benefits:
Employment at Sequential comes with a comprehensive benefits package which includes medical insurance with no employee contribution, life insurance, short term and long-term disability, dental, vision, 401K plan, unlimited PTO, tuition reimbursement, and a staff discount on company products and merchandise.
Additional Info:
Sequential is an Equal Opportunity Employer. We are committed to ensuring inclusion and diversity for all applicants, including minorities, women, protected veterans, and individuals with disabilities.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
We’re a growing family. A rapidly growing, global family. But a family nonetheless. Fundamentally, we’re focused on providing opportunities for everyone and anyone to enjoy creating music. Our six brands,Focusrite, Focusrite Pro, Novation, ADAM, Martin Audio and Ampify, come together around a common mission to remove barriers to creativity. For musicians struggling to capture their sound, to enabling some of the greatest shows on earth.
Focusrite is The Interface Company. That’s what it does. More people record and listen to their productions through Focusrite than any other interface brand. Behind this hard-earned position is more than 30 years of experience in creating the highest-quality audio products for every customer market, from budding songwriters to commercial facilities.
We’ve always had a focus on customer care, and pride ourselves in really understanding the wide array of customers we serve. As Focusrite products become integrated into an ever-increasing number of professional facilities around the world, Focusrite Pro was borne out of the desire to better serve the needs of these commercial operations.
From the ubiquitous Launchpad 8 x 8 grid behind over a billion YouTube views, to our synthesisers used to create the signature sounds behind a constantly evolving and enchanting new musical landscape, the Novation brand continues to play a huge part in shaping the music and art of tomorrow.
Born out of talent from Novation and based in Tileyard, Kings Cross, Ampify holds true to our fundamental purpose, creating cool music-making apps that bring the life-enriching experience of music making to a larger audience than ever before.
ADAM Audio continues to change the game of professional monitoring, their ranges of respected monitors and subwoofers the recipients of rave reviews and appreciation from audio experts and recording engineers worldwide.
Martin Audio enjoys an international reputation for supplying award winning, Patent protected professional loudspeaker systems across the spectrum of live sound and installation applications. It is now also the recognised global leader in optimised line array technology.
Music has always been an exciting thing to be involved with, and that’s not about to change. We embrace its evolution, and that means being open to new ideas. Our whole business is structured to let everyone contribute and be heard at all levels, and we make sure it’s a fun place to work.
Benefits include company pension, employee share scheme, life insurance, private healthcare, employee purchase scheme, free breakfast and lunch, company hack-days, lunch and learns from across the business and external visits – we’re all about innovation, fresh thinking and creating awesome music making experiences for our customers.
We work hard. We are professional. And we play hard too. We select really, really talented and passionate people. And we absolutely love our work. So if you think you can bring something new to the mix, we look forward to hearing from you.
Focusrite is an equal opportunity employer, we are company of employees spanning a wide range of diverse backgrounds and we acknowledge that embracing our diversity is one of the keys to our future success.