PIXERA is AV Stumpfl's media server platform, used by some of the most ambitious teams in live events, fixed installations, and virtual production to bring their shows to life. Adoption in the US has been growing steadily, and demand keeps expanding as more productions discover what the platform can do. Users choose PIXERA because it's powerful and it's genuinely easy to use, and as our footprint grows, so does the range of productions our support team gets to be part of.

Why this role 

Day to day, the work is a mix of steady, hands-on problem solving and the occasional adrenaline of helping a production through an issue close to showtime. You'll get to know the platform inside and out, help customers get the most out of it, and see firsthand how your work contributes to PIXERA getting better, our user community growing, and your own expertise deepening along the way.

What makes the role worth doing is the material you get to work with and the team you get to work with it alongside. You'll build deep expertise in a product used on leading-edge shows and installations, and you'll do it from inside a small, international team with direct lines to the people building PIXERA. Feedback from the field can shape the product roadmap, and you'll have a real say in how you grow into the role.

A typical day might include responding to tickets, troubleshooting hardware and software issues, performing QC/QA on new software builds, writing knowledge base articles, and coordinating with our sales and development teams. Occasional business travel included.

Location: Remote, USA

Start Date: ASAP

 

Qualifications

• Experience in a technology support role (3+ years preferred)
• Experience with audio, lighting, projection, or LED display technology strongly preferred
• Expert proficiency in Microsoft Windows, computer networking, and high-end computing electronics
• Skilled at troubleshooting complex, multi-variate technology problems
• Strong written and spoken communication skills
• Highly organized, detail-oriented, and process-driven
• Strategic thinker with a knack for creative problem-solving
• Ability and eagerness to quickly learn new technologies
• Strong dedication to customer service excellence
• Experience triaging a high volume of inbound tickets
• Familiarity with systems such as Freshdesk, Atlassian, etc.

Responsibilities

• Achieve high level proficiency with Pixera software
• Respond to a high volume of customer support tickets while maintaining a high standard of customer service excellence
• Contribute to the development of support standards, processes, and best practices that improve customer experience
• Work across departments to support sales and marketing with PIXERA product knowledge
• Become the subject matter expert on one of many relevant subfields (networking, content workflows, color management, etc.)
• Perform quality control tests on our ever-evolving software
• Collect, organize, and analyze customer feedback for our development team
• Author clear, illustrative, and comprehensive knowledge base articles and sample projects
• Select travel to customer and project sites (~10%)

What We Offer

• Competitive salary and benefits package
• A seat at the table on a broad array of applied technology projects, with real influence over the product
• A place on a small, world-class, deeply experienced, international team, with direct access to the developers building the software you support
• Autonomy, independence, and flexibility
• Domestic and international travel opportunities

Interviews will begin immediately, and applications will be accepted until the position is filled. To apply, please send a letter of interest and resume to:

Conor McGill
Director, PIXERA USA
conor@avstumpflusa.com