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Job Description
Sr. Audio Visual/Video Conference Engineer Stanley David and Associates San Jose, CA Job Details Full-time From $100,000 a year 15 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance Life insurance Referral program Qualifications Performance dashboard reports Managing maintenance teams Spanish Managing technical support teams Network troubleshooting Tooling IT asset management Enterprise software Incident management software AV system installation Android support Metrics Reporting Windows Android Reporting and dashboarding tools Troubleshooting audio issues Team development Supervising experience Managing engineering teams Customer support ticket management Microsoft Teams Leading team collaboration initiatives AV system troubleshooting Managing projects Python Managing AV technician teams Video conferencing systems operation Ticketing system technical support
Full Job Description Role :
: Sr.
AV/VC Operations Lead Location :
:
San Jose, CA Type :
: Fulltime Job Description Must Have Technical/Functional Skills We're hiring a seasoned, hands-on AV/VC Operations Lead to own day-to-day meeting-experience reliability across the US region. This person will both lead and do: managing a small, distributed team while remaining a technical contributor who installs, configures, and troubleshoots meeting room systems. You will be the customer's operational point of contact — running environment state calls, surfacing risks and recommendations, managing vendors, and driving continuous improvements across diverse sites and time zones. The ideal candidate is organized, and capable of balancing tactical support with strategic operational leadership. Roles & Responsibilities Regional Operational Leadership & People Management Serve as the Operations Lead for the US region including Latin America, ensuring consistent service delivery across all covered sites. Directly manage and mentor 1-3 technicians (San Jose/NY) and provide matrixed leadership for local site technicians/integrators in LATAM and other US locations. Drive adherence to SOPs, staffing schedules, and shift coverage; lead 1:1s and development plans. Own regional escalation protocols, ensuring timely escalation to Engineering, OEMs and vendor partners. Hands-On Technical Work (Day-to-day) Perform hands-on configuration, commissioning, and troubleshooting of meeting rooms and AV/VC systems. Required hands-on expertise with Microsoft Teams Rooms on Windows (MTRoW) and Microsoft Teams Rooms on Android (MTRoA). Troubleshoot audio video, control systems, room endpoints, cabling and network-related meeting-quality issues. Provide remote and onsite break/fix support and coordinate RMAs and vendor service engagements. Regional Monitoring, Room Readiness & Preventative Maintenance Ensure proactive monitoring and preventative maintenance across
US & LATAM
rooms and endpoints. Validate room readiness for daily operations, major events, and all-hands meetings across regional schedules. Monitor health dashboards and escalate outages or degradations to Engineering / TAC as needed. (Aligned to Ops Lead guidance.) Incident Management & Vendor Coordination Own Tier 1/2 incident response for the region, manage ticket queues and ensure SLA compliance. Coordinate with OEMs (Microsoft, Logitech, Crestron, etc.), local integrators, and cross-functional teams (Networking, Facilities, InfoSec) to resolve complex incidents. Lead post-incident RCAs for major or recurring outages and implement corrective actions. Customer Engagement & Reporting Lead recurring customer-facing "state of the environment" calls for the region: prepare agenda, present KPIs, highlight risks, and recommend mitigations. Provide weekly/monthly regional reports and dash boards (uptime, MTTR, SLAs) Projects & Process Improvement Lead operational projects (room upgrades, rollouts, lifecycle replacements) and coordinate cross-region execution with Engineering and Integrators. Maintain and refine SOPs, playbooks, and troubleshooting guides; implement automations to reduce manual effort. Drive pilots and small POCs to improve hybrid meeting experience and operational efficiency. Asset, Security & Compliance Manage spare/back-up inventory and asset tracking for the region in enterprise systems (e.g., ServiceNow). Apply device security best practices and work with InfoSec to remediate security findings; ensure local compliance across LATAM jurisdictions as required.
Regional / Cultural
Responsibilities Coordinate across multiple time zones and local business practices; work closely with local integrators and vendors in Latin America. Ensure culturally informed and timely communications; escalate local regulatory or compliance concerns to stakeholders
Required Qualifications Experience:
5+ years supporting AV/VC in enterprise environments.
Leadership:
At least 1 year leading or managing people (supervisory or technical lead).
Hands-on technical:
Demonstrated, recent hands-on experience with MTRoW (Windows) and MTRoA (Android). Strong troubleshooting across audio, video, control systems, and network-related meeting quality. At least one AVIXA certification (CTS, CTS-I, or equivalent). Experience with ticketing & asset management (ServiceNow or similar) and monitoring/management tools. Experience running customer-facing operations calls and preparing operational dashboards. Strong organizational & project management skills; proven ability to lead distributed teams. Self-starter who proactively raises risks, proposes improvements, and drives operational outcomes. Preferred Qualifications Fluency in Spanish preferred; Portuguese is a plus for broader LATAM coverage. Familiarity with Defender for Endpoint, conditional access, and enterprise device-security processes. Scripting/automation skills (PowerShell, Python, REST APIs) for tooling and ops workflows. Prior operations lead experience for multi-country or multi-region programs. Metrics / KPIs (Regional) Room uptime/availability across
US & LATAM MTTA / MTTR
for regional tickets SLA compliance and ticket backlog trends by country/site Preventative maintenance & firmware compliance rates Closure of RCA action items and reduction in recurring incidents Work Conditions Primary onsite presence expected in San Jose for local leadership; significant remote coordination for NY and LATAM sites. Role includes both desk/monitoring and physical on-site activity (installation, cabling, commissioning) at the San Jose site as required. May participate in an on-call rotation and provide off-hours support for critical events
Pay:
From $100,000.00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Parental leave Referral program Vision insurance
