Technical Support Engineer

Technical Support Engineer

Based: El Sugundo, CA with remote working available
Term: Full time
Salary: $47,000 - $52,000 pa + excellent benefits

The Role:

Working as part of a cross-functional team, to maintain the high level of customer service we provide, and to work proactively to reduce the number of customer enquiries, improve ease of use our products and inspire customer loyalty.

Relationships:

a) Responsible to: Technical Support Supervisor

b) Liaison with: End users, Focusrite UK headquarters, US dealer network, US service centers, global support team.

Main tasks of the job:

• Act as focal point for first line Pre/Post Sales and Technical enquiries via phone, email and Live Chat relating to Focusrite and Novation product lines in a timely, friendly, problem-solving manner as to inspire customer loyalty. 
• Prepare for release, upload and maintain technical aspects of Focusrite and Novation websites; including product downloads, help center articles, OS compatibility info and product specifications.
• Contribute to the continual improvement of ease of use of our products and defined specification of new product development.
• Review www based user forums and social media for technical matters; take appropriate action, create a weekly summary of relevant forum activity and distribute via the relevant procedure.
• Feed back of common issues reported from the field to US Customer Support team in weekly meetings.
• Work closely alongside global support team members, collaborating where necessary and collecting feedback on common customer issues where appropriate, to be shared in weekly call. 
• Participate in the Focusrite/Novation beta testing program.

Skills and experience required:

• The ability and readiness to work well as part of a team
• Knowledge of audio interfaces, MIDI control, home/studio recording setups and music production
• Experience with Mac OS and Windows systems
• DAW knowledge (e.g. Pro-Tools, Ableton, Logic, Cubase)
• A polite, patient, and helpful phone manner
• Experience dealing with customers
• Flexible weekend availability is encouraged 

About Us

Focusrite plc is a global music and audio group that develops and markets music technology products. Used by audio professionals and amateur musicians alike, our solutions facilitate the high-quality production of recorded and live sound. Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity – ‘we make music easy to make’.

The Focusrite Group trades under thirteen established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard and TiMax. With a high-quality reputation and a rich heritage spanning decades, its brands are category leaders in the music-making industry.

Music technology is an enriching space to work in and we enjoy a Group-wide open-door culture which encourages innovation. This culture, combined with a passion for the inspirational solutions we create, has led to the group winning numerous accolades, including six Queen's Awards, the AIM Company of the Year Award 2021 and regular appearances in 'The Sunday Times 100 Best Small Companies to Work For’.

The Focusrite Group is dedicated to building a great place to work and as an equal opportunity employer we are committed to Diversity and Inclusion. The group mission is to cultivate an equitable culture, internally and externally, where all people feel they are welcome, safe and positively represented, because at Focusrite they truly are. Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future.

Comprehensive benefits package includes medical insurance, life assurance, short term and long-term disability, dental, vision, 401K employer contribution, 28 days PTO, staff discount on company products and merchandise. Group bonus scheme.