Technical Support Specialist - Professional AV and Display Solutions

About the role

Sony Electronics Inc. is looking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion.

In addition, our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly “Free Fridays”, and early shutdowns on Fridays throughout the year (including half-days during the summer).

Join us on our mission to fill the world with emotion through the power of creativity and technology.

The Technical Support Specialist provides live technical support for professional audiovisual (AV) and display solutions, including commercial displays, televisions, projectors, large-format LED systems, software, accessories, networking, IPTV, and related audio/video signal paths. The role supports business partners, dealers, integrators, service providers, and end users by diagnosing issues, researching solutions, managing escalations, and maintaining accurate case records.

Responsibilities

• Provide responsive live support for professional displays, televisions, projectors, large-format LED systems, software, accessories, and integrated AV solutions.
• Diagnose product operation, configuration, firmware, signal flow, cabling, input/output settings, network connectivity, and IPTV issues using structured troubleshooting methods.
• Ask focused questions, research product and service information, isolate issues, and guide customers through clear and safe technical procedures.
• Document customer details, symptoms, diagnostic steps, resolutions, escalations, and follow-up commitments in the case-management system.
• Own cases through resolution, prioritize callbacks and escalations, communicate trends, and maintain current product knowledge through training and collaboration.

Minimum Requirements

• Associate degree in electronics, audiovisual technology, information technology, or a related field, or equivalent relevant industry experience.
• At least 3 years of experience in technical support, electronics, audiovisual systems, networking, field service, customer service, or a related environment.
• Demonstrated ability to troubleshoot methodically, interpret technical documentation, and communicate solutions to both nontechnical users and experienced integrators.
• Foundational knowledge of digital audio/video signal paths, connectivity standards, cabling, input/output configuration, TCP/IP networking, and IPTV environments.

Preferred Qualifications

• Experience in a call center, live technical support center, professional AV support organization, electronics service operation, or field-service environment.
• Experience supporting business-to-business applications such as education, hospitality, corporate meeting spaces, or digital signage.
• Familiarity with direct-view displays, projection systems, large-format LED displays, and related professional AV products.
• Familiarity with control and automation platforms such as Crestron, Extron, Q-SYS, or comparable systems.
• Industry or manufacturer certifications focused on AV, electronics, video, audio, networking, signal flow, or systems integration.
• Experience with Salesforce or a comparable CRM, supported by strong communication, organization, prioritization, analytical thinking, and attention to detail.

Pay and benefits

The anticipated base pay range for this position is $72,589 to $96,785. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

In addition to a competitive base salary, this position is also eligible for an annual corporate bonus plan, which is based on company performance and is not guaranteed, and a comprehensive benefits package including healthcare benefits (medical, dental, and vision), paid medical leave, a 401k plan with matching company contributions, vacation time, education assistance, student loan assistance program, eighty hours of paid sick leave time annually, and up to twelve weeks paid parental leave.

Honesty, integrity, and ethical conduct are material requirements for the responsibilities outlined above.

Disability Accommodation for Applicants to Sony Electronics Inc. and Sony of Canada ULC