We make the world’s most extraordinary audio and video solutions. For over 40 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.
As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same:
Biamp connects people through extraordinary audiovisual experiences.
About our company:
We’re growing. In the span of just four years, five companies have joined the Biamp family, increasing our product offerings and expanding our presence within the global market.
We’re global. Installed in thousands of applications in over 100 countries, our products are supported by our employees located throughout 15 Biamp locations worldwide.
We’re empowered. Joining a scaling company means employees have greater opportunities to gain experience while effecting genuine change within the organization.?
We’re cutting-edge (but local about it). Initial design, engineering, manufacturing, and testing are all managed within our own facilities, leading to shorter lead times, faster responses, and greater convenience for our clients overall.
About the team:
Biamp’s Applications Engineering team is comprised of the foremost experts on using Biamp products in all kinds of applications.? We take great pride in helping our customers fully solve their challenges and achieve their goals using Biamp solutions. This is a high-performing team whose reach extends deeply throughout the company. The primary mission of the Applications Engineering department is to provide technical support to our customers, but we do a lot more than that, including: writing documentation and tech notes, hosting trainings and webinars, building test systems, participating in the product development process, and more.
The Technical Support department is a team within the larger Applications Engineering group that acts as the first line of support for our customers. The Technical Support Manager is responsible for overseeing all Tier 1 technical support activities for Biamp products throughout their territory, and supervising all Technical Support Specialists based in their territory. The position is responsible for managing the professional growth of team members, departmental planning, and assessing strategic needs. The Technical Support Supervisor reports to the Applications Engineering Manager for their territory.
Ensure and maintain a high level of Tier 1 technical support for Biamp customers, including integrators, consultants, end users, and sales team members
Actively monitor Tier 1 support channels to maintain low response times and ensure high-quality interactions with customers. Maintain the software platforms and services that are used to facilitate technical support, including contact center phone software, case ticketing software, email queueing software, and others
Interview, hire, onboard, and educate new Technical Support Specialists as needed. Train new hires both on the technical details of Biamp products as well as how to interact with customers
Schedule resources, departmental planning, and budgeting
Assess and manage team, provide coaching and performance management, conduct reviews at regular intervals
Seek out and research tools and techniques that benefit the team and improve customer experience
Be aware of industry and technology trends
Provide leadership and vision that inspires the team and contributes to Biamp’s success
Occasionally organize the delivery of technical trainings or webinars, and the writing of technical documentation
Occasionally participate in industry trade shows
Other duties as assigned
Benefits and Perks:
Medical, Dental, and Vision
401(k) + matching
Employer-paid base life insurance, short, and long-term disability
Health savings accounts (with Biamp contribution) and flexible spending accounts
The successful candidate will possess the following combination of experience, knowledge and skills:
Minimum 3 years of experience managing a technical team
For over 40 years, Biamp has created professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.
Our desire to exceed the accepted standards of audiovisual technology is matched only by our commitment to our customers. Initial design, engineering, manufacturing, and testing are all managed within our own facilities, leading to shorter lead times, faster response, and greater convenience for our clients.
Delivering a quality product experience also means helping you maintain them. Our applications engineers, customer service teams, and regional managers are always there for you. Whether you need assistance with system design or an answer to a technical question, we’re here for you.
We’ve also acquired organizations that share our dedication to excellence, providing comprehensive solutions for a wide variety of applications: Cambridge Sound Management, the world leader in sound masking; Community Loudspeakers, respected manufacturer of premium speakers; and Apart Audio, provider of commercial and leisure audio solutions.
As we grow to meet our customers’ needs, an...d evolve to address the challenges of tomorrow, one guiding principle remains the same: Biamp connects people through extraordinary audiovisual experiences.