AV Operations Technician, Level 3

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

We’re looking for an AV Operations Technician to join Snap Inc! Working from our Santa Monica, CA office, you’ll collaborate closely with the AV Experience team to support the installed meeting technologies in our global offices. The ideal candidate is detail oriented, has a strong aptitude for problem solving, embraces cross-team collaboration, prides themselves with staying on the cutting edge of enterprise AV technologies, and has a passion for customer service. 

What you’ll do: 

• Maintain collaborative video services and AV technologies in conference rooms and meeting spaces globally.

• Track any bugs or system malfunctions while providing strong documentation of issues for team awareness.

• Oversee both planned and unplanned meetings — which includes determining requirements, coordinating calendars, and providing associated peripheral and administrative support.

• Research and suggest new audiovisual collaboration tools and integrations to benefit company productivity.

• Assist in system documentation and AV fleet maintenance tracking.

• Escalate issues encountered during conference room meetings in order to find quick solutions, schedule maintenance, and archive issues on a shared document for team-wide visibility.

• Be the main point of contact for managing service outages and high-priority escalations, including triage outside of business hours. 

• Provide documentation and cross training for AV Operations and IT team members on basic troubleshooting procedures, as well as best practices.

• Identify when equipment replacement purchases are needed and escalate to corresponding team members.

• Provide support to the AV Engineering team including following up on punch list items with integration vendors on regional builds and commissioning meeting spaces.

• Communicate effectively with clients to identify needs and evaluate alternative technical solutions.

• Continually seek opportunities to increase customer satisfaction and deepen client relationships.

• Act as the highest level of support for Snap’s communication platforms (Google Meet, Fuze VOIP, Zoom, Robin, Crestron XiO Cloud, Digital Signage solutions, etc.)

• Oversee the daily tasks of Snap’s regional AV Support Technicians.

Minimum qualifications:

• 2+ years working in an AV support role

• 1+ years of customer support experience in a technical environment

Preferred qualifications:

• Proven ability to prioritize and manage multiple tasks, and ever-changing schedules and priorities.

• AVIXA Certified Technology Specialist Certification (CTS, CTS-D, CTS-I)

• Familiarity with admin controls for managed software (Google, Zoom, etc)

• Familiarity with service desk, Jira, or other ticketing systems

• Experience interacting with vendors and SAS providers

• Experience in an event production environment, and a knowledge of the challenges and problem-solving needs within it

• Excellent interpersonal skills, including relationship-building and collaboration within a diverse, cross-functional team

• Someone with a strong interest in technology and AV equipment

• Ability to quickly learn to operate new products and features

• Excellent effective verbal and written communication skills

• Ability to troubleshoot Windows and Mac operating systems

• Ability to work a flexible schedule, including nights and weekends, as needed

• Ability to safely lift and carry equipment weighing 50 lbs or more

• Ability to travel internationally

• Ability to motivate and focus cross-functional teams to reach challenging goals

• Ability to multitask and adapt to changing priorities, as needed

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

The base salary range for this position is $89,000-$133,000 annually.

Zone B:

The base salary range for this position is $85,000-$126,000 annually.

Zone C:

The base salary range for this position is $76,000-$113,000 annually.

This position is eligible for equity in the form of RSUs.