AES Job Board

Focusrite Audio Engineering Ltd. - Technical Support Engineer

Posted On: 2015-9-21
Location: El Segundo, CA, USA

As a Technical Support Engineer, the applicant will be responsible for helping to maintain the high level of customer service we provide. They will work as part of a global cross-functional team answering pre- and post-sales customer inquiries by phone, email and live chat, and work proactively to reduce the number of customer enquiries.

Core responsibilities:
Act as focal point for pre/post sales and technical enquiries via phone, email and Live Chat relating to the Focusrite and Novation product lines.
Recreate end-user setups to replicate issues reported in the field and submit bug reports to Focusrite UK headquarters.
Work closely alongside worldwide support team members. Maintain daily contact and feedback to UK Technical Support team common issues and complaints reported from the US customer base.
Monitor forum and social media posts for technical matters relating to Focusrite and Novation product lines and respond accordingly.
Create and maintain technical articles and documents to help reduce the number of customer inquiries.

Abilities, skills and experience required:
The ability and readiness to work well as part of a team
Knowledge of MIDI control, audio interfaces, home/studio recording setups and music production
Experience with Mac OS X and Windows systems
DAW knowledge (e.g. Ableton Live, Pro-Tools, Logic, Cubase)
A polite and helpful phone and email manner

Please apply here:

Please mention AES00795 when applying for this position.

About Focusrite Audio Engineering Ltd.

Windsor House
Turnpike Road, High Wycombe
HP12 3FX
United Kingdom

Phone: +44 1494 462 246
Fax: +44 1494 459 920
Email: Send Email

Over the past 25 years Focusrite has earned its reputation, bringing high quality microphone preamps and channel strips to renowned producers and artists worldwide. More recently, the Saffire and Scarlett range of audio interfaces share the same “attention to sound,” bringing professional recording within reach of today's aspiring music makers. Focusrite's latest release, RedNet, provides professional audio interfacing over standard ethernet protocols. Focusrite's sister company Novation creates innovative tools for the modern music maker, from the DJ to the bedroom producer and today's live performer.

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AES - Audio Engineering Society