Technical Support Specialist

Megapixel’s ecosystem of LED processing and LED tile technology products is the gold standard for visual technology and video processing, serving entertainment/film/TV and top-tier brands. Our technology turns imagination into awe. Our nimble team includes renowned technologists, engineers, and systems experts who create cutting-edge technology that continually pushes the industry forward. Megapixel was founded in 2017 and is headquartered in Valencia, California, with R&D staff located around the world.

Technical Support Specialist

We are seeking a hands-on Technical Support Specialist to help our clients get the most out of Megapixel products. Reporting to the Senior Manager, Technical Operations, you will provide remote and onsite troubleshooting, product demonstrations, and client training, while maintaining knowledgebase resources and partnering with Engineering to resolve issues and share client feedback. We’re looking for a proactive, client-focused problem solver with strong technical aptitude, clear communication, and reliable follow-through who thrives in a fast-paced environment. This role requires occasional travel to client locations.

Key Responsibilities

• Develop and maintain working knowledge of Megapixel products, new features, workflows, and relevant industry developments.
• Provide timely remote and onsite technical support, troubleshooting product issues and advising clients on best practices.
• Assist with client installations and deliver product demonstrations and training.
• Act as a liaison between our clients and our product development team. Gather and report client feedback to inform product improvements and new features. Input information into Engineering (Git) tickets and follow up internally and externally.
• Create, update, maintain, and verify all internal and external knowledgebase articles. Work with cross-functional teams to ensure accuracy and functionality as described and intended. Review knowledgebase articles written by other team members.
• Protect confidential client and company information.

Qualifications

• 2+ years in a technical support role in a relevant technology company in the pro / audiovisual industry.
• Working knowledge of Megapixel products, with the ability to troubleshoot issues effectively. Experience with direct-view LED screens is a strong plus.
• Experience providing onsite support, remote support, and conducting training sessions is highly desirable.
• Familiarity with support and issue-tracking systems is beneficial.
• Excellent communication skills (written, oral, and listening), with an ability to summarize and share relevant information in a clear and easy-to-understand way, across all levels. You skillfully communicate complex technical concepts in a clear and concise manner.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously. Must be self-motivated—a strong self-starter, with high standards, attention to detail, and a drive to get great results.
• This role requires a proactive mindset, anticipating client needs and providing solutions before issues escalate. Ability to build and maintain strong relationships with clients, ensuring they feel valued and understood. Commitment to delivering quality service that exceeds clients' expectations, fostering trust, and promoting client loyalty.
• Comfortable working in a fast-paced and dynamic environment, able to adjust priorities as business needs change.
• Demonstrate resilience when facing challenges and be a proactive problem solver who finds innovative solutions.
• Ability to work collaboratively within a team and independently with minimal supervision.
• Ability to manage stress effectively and maintain high performance under pressure.
• Act with a sense of urgency and quickly respond to emails, texts, and phone calls to provide a high standard of service to customers and colleagues. Follow up and follow through.
• Ability to lift, squat, and bend, including the ability to lift up to 50lbs.
• Native or fluent English speaker.
• Able to work in the US without sponsorship.

Travel

• Travel could be up to 30% of your time for client visits. This includes local and long-distance travel.

Work location

• Work location: This is an onsite role in our Valencia, CA headquarters.

Compensation & Benefits

• Base pay is one part of our total compensation package and is determined within a range. The base pay range for this role is between $72,000 and $80,000, and your base pay will depend on your skills, qualifications, and experience.
• Benefits package includes medical, vision, and dental insurance, and 401K matching up to 3.5%.
• Opportunity to work with an innovative and growing team.
• BYOD (bring your own device) cell phone and laptop reimbursement.

Pay: $72,000.00 - $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Language:

• English (Required)

Work Location: In person