Technical Support Specialist - Hardware Education Technology

We are seeking a dedicated, tech-savvy Technical Support Specialist to join our team. In this role, you will serve as the frontline and tier-2 technical escalation point for our customers, school districts, enterprise clients, and reseller networks. You will diagnose and resolve hardware, firmware, and software integration issues across our ecosystem of document cameras, touch displays, and companion applications (such as Flex11 and our latest FlexAI platform).
The ideal candidate possesses a strong foundation in hardware troubleshooting, AV equipment, and Windows/Android OS environments, coupled with a passion for delivering exceptional customer experiences in the education and tech sectors.
Key Responsibilities
• Customer Technical Support: Diagnose and resolve complex Tier-1 and Tier-2 technical issues related to HoverCam hardware, document cameras, wireless casting products, interactive displays, and proprietary software applications via ticketing systems, email, phone, and remote sessions.
• Cross-Functional Collaboration: Collaborate closely with QA, product management, and engineering teams to escalate, document, and track firmware/software bugs, feature requests, and hardware anomalies.
• Documentation & Knowledge Base: Create, update, and maintain comprehensive internal knowledge base articles, troubleshooting guides, video walkthroughs, and FAQs for both end-users and reseller support teams.
• Deployment & Configuration Assistance: Guide educators, IT administrators, and enterprise users through initial device setup, USB/HDMI configurations, network integrations, and software driver installations.
• Hardware/Software QA Support: Partner with our quality assurance and engineering labs to replicate customer issues, test firmware patches, and validate hardware fixes before general release.
Qualifications & Requirements
• Experience: 2+ years of experience in technical support, IT helpdesk, or customer success, preferably within consumer electronics, AV integration, or the EdTech industry.
• Technical Proficiency: Strong working knowledge of Windows, macOS, Android, and iOS operating systems, alongside standard classroom/office connectivity protocols (USB 3.0, HDMI, Wi-Fi, Ethernet).
• Ticketing & Tools: Familiarity with helpdesk ticketing platforms (e.g., HubSpot, Zendesk, Jira Service Management) and remote diagnostic tools.
• Communication: Exceptional written and verbal communication skills with a proven ability to explain complex technical concepts clearly to non-technical educators and IT staff.
• Education: Associate's or Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience.
Preferred Skills (Bonus Points)
• AV & EdTech Background: Hands-on experience troubleshooting classroom AV hardware, interactive whiteboards, or document cameras.
• Software & AI Tools: Experience supporting AI-driven software, classroom management suites, or video recording/streaming tools.
• Languages: Bilingual or multilingual capabilities (Spanish or Mandarin Chinese is a strong plus).
What We Offer
• Compensation: Competitive salary and performance-based incentives.
• Benefits: Comprehensive health, dental, and vision insurance packages.
• Time Off: Paid time off (PTO) and paid holidays.
• Career Growth: Opportunities for professional growth within a fast-paced, pioneering edtech and hardware environment.