AVL Technical Support Manager

Overview Wave AVL is a design-build audio, video, and lighting integration company serving houses of worship, commercial environments, entertainment venues, educational facilities, and more. We are passionate about delivering high-quality AVL systems while building a team culture centered around excellence, integrity, hard work, and collaboration. The AVL Technical Support Manager plays a critical role in supporting field technicians, warehouse operations, commissioning activities, and ongoing system support across Wave projects. This role bridges engineering, warehouse operations, and field deployment by ensuring teams have the equipment, technical knowledge, troubleshooting support, and operational systems needed to execute projects successfully. The ideal candidate is highly technical, organized, operationally minded, and passionate about helping teams solve problems and succeed in the field. This position is ideal for someone who thrives in both technical and team-oriented environments and takes ownership of improving processes, supporting deployments, and maintaining high standards across systems and operations. Essential Functions Technical Support & Troubleshooting Provide advanced troubleshooting and technical support for field technicians and internal teams Support commissioning, testing, and validation of integrated AVL systems Train and mentor technicians on AVL systems and networking fundamentals Develop and maintain troubleshooting documentation, SOPs, and deployment standards Configure and troubleshoot systems utilizing Dante, sACN, RDM, NDI, VLANs, multicast networking, and AVL/IP infrastructure Warehouse & Operational Support Oversee readiness of deployment equipment, job boxes, and technical inventory Manage RMAs, warranty claims, repairs, and manufacturer coordination Troubleshoot equipment issues prior to initiating RMAs to verify failures and reduce unnecessary returns Communicate clearly with internal teams, manufacturers, vendors, and clients regarding repair timelines, status updates, and resolutions Track recurring failures and help improve deployment standards and operational workflows Assist with additional technical, operational, and warehouse responsibilities as needed to support team and project success Qualifications Required Alignment with Wave's culture, values, and commitment to excellence 5+ years of experience in AVL systems, live events, or systems integration Strong understanding of signal flow, AVL systems, and networking concepts Experience troubleshooting AVL systems in live or installed environments Strong organizational, communication, and documentation skills Ability to manage multiple priorities and support requests simultaneously Comfortable working in warehouse, commissioning, and field deployment environments Ability to lift and move technical equipment up to 50 lbs Positive attitude, strong work ethic, and team-oriented mindset Preferred Dante Certification Networking certifications (CompTIA Network+, Cisco, etc.) Experience commissioning integrated AVL systems Familiarity with Odoo, ClickUp, or other project/inventory systems Familiarity with fiber & network infrastructure, AVL systems, and control systems

Job Type:

Full-Time; minimum of 40 hours + overtime

Travel:

Up to 50% of the time

Reports To:

Director of Warehouse Operations Pay:

$27.00 - $32.00 per hour

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Retirement plan Vision insurance Application Question(s): Are you able to lift and move technical equipment up to 50 lbs? Do you have any certifications that we should be aware of, relative to this job?

Experience:

AVL systems, live events and/or systems integration: 5 years (Preferred) troubleshooting AVL systems (live or installed): 1 year (Preferred) Willingness to travel: 50% (Required)

Work Location:

In person