Under general supervision of the Associate Director, Technical Support and Training, the Technical Support Engineer provides primary technical product support for advanced Shure products, particularly those requiring software, firmware, and networking configurations. Provides secondary product technical support for the balance of the Shure product line. Creates and conducts external training seminars for Shure dealers, sales representatives, end users, and, occasionally, international distribution centers.
Resolves customer application problems, including performing follow-up technical support, by working with
Product Development, Product Management, Service, Quality Assurance, and other departments
Resolves network troubleshooting issues, as it relates to Shure products (IP addressing, network switch configuration, best practices, etc.)
Provide technical assistance in the design/integration of customer applications relating to complex network infrastructure
Provides technical assistance with software installation and configuration, particularly as it relates to server and IT-based environments
Researches, writes, and publishes advanced technical applications bulletins, advanced technical training material, and technical "white paper" or educational guides.
Conducts training seminars for associates, sales representatives, dealers, end users, and, occasionally, international distribution centers.
Prepares and presents demonstrations and applications of Shure product at trade shows, seminars, sales meetings, etc.
Provides technical support to sales staff in determining application of Shure products to customer requirements.
Staffs Company exhibits at industry trade shows at the request of the Sales and/or Marketing Communications Departments.
Develops and suggests product improvements and modifications based on customer requirements.
Reviews new products for proper use with other products, including performing field tests on new products to gain familiarity and working knowledge.
Performs other duties as assigned, which may include assisting in the maintenance of department files and sample equipment, and performing other departmental administrative functions.
Bachelor's degree in computer technology or IT-related field. Graduate coursework is desirable.
Minimum of 5 years of experience
Expert knowledge of networking and IT infrastructure, implementation and basic troubleshooting
Familiarity with enterprise networking hardware, advanced switch configuration (VLAN, IGMP Snooping, etc.) and network debugging/monitoring tools (Wireshark, etc.)
Demonstrated experience with digital audio signal processing implementation, configuration, and troubleshooting.
Demonstrated experience with software installation and troubleshooting in both Mac and Windows environments, client/server systems, etc.
Demonstrated ability of working on complex assignments where analysis of situations or data requires an in-depth evaluation of variable factors
Experience in design and installation of A/V conferencing systems preferred
Experience in advanced electronics and basic acoustics preferred
Familiarity with Shure products and their applications preferred
Interest in audio, electro/acoustics, system design desirable
Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Determines methods on new assignments and provides guidance to other personnel
Computer literacy required, word processing; database; spreadsheet; drawing programs
Excellent writing skills
Superb problem solving/troubleshooting skills
Excellent telephone skills and personality
Excellent presentation skills, especially to groups (2 - 500 people)
Mechanically and technically minded
Organized working methods, most importantly, good follow-up procedures
Self-motivated, works well without daily direction
Enjoys meeting and dealing with new people
Ability to handle multiple projects simultaneously
Intense desire to learn and keep up to date on technical matters
Moderate domestic/international travel (6 - 8 weeks per year)
Second language an asset
Shure Brothers, Inc.