Role Overview

Role Overview

As a Support Engineer at Pulse, you play a central role in ensuring that our delivered AV systems operate reliably, efficiently, and in line with client expectations. This role goes beyond reactive troubleshooting — it includes proactive system checks, client training, documentation updates, and close collaboration with project and engineering teams to maintain the highest standards of system performance.

You will work closely with sales, design, and project teams to understand system intent, support clients throughout the system lifecycle, and ensure that installations function as designed. During project delivery and after handover, you will validate system performance, resolve technical issues, update documentation when changes occur.

This role requires strong technical understanding, attention to detail, and excellent communication skills. Support Engineers are expected to take ownership of the systems under their care, ensuring they remain intuitive, reliable, and fully operational for end users.

Success in this role is measured not only by your ability to resolve issues quickly, but also by your commitment to maintaining system integrity, preventing recurring problems, and delivering a high-quality support experience to clients.

Responsibilities

• Review system designs and documentation to understand system intent and support requirements.
• Assist in developing support plans, maintenance schedules, and system documentation.
• Provide technical support to clients via phone, email, remote access, and on-site visits.
• Conduct site visits after project handover to understand system layout and prepare for future support needs.
• Diagnose and resolve issues related to audio, video, control systems, networking, and system integration.
• Provide training to clients and internal teams on system operation and maintenance.
• Manage and close support tickets, ensuring proper documentation and client sign-off.
• Support commissioning activities when required, ensuring systems are stable and ready for client use.

Key Performance Indicators

Reporting

• Clear and timely reporting to clients, contractors, and internal teams.
• Completion of internal support and service reports.
• Sign-off on support calls, training sessions, and site visits.

Timelines

• Response time to support tickets.
• On-time resolution percentage.
• Time spent per support case.
• Number of visits required to close a support issue.

Quality

• Customer satisfaction and loyalty.
• Number of recurring issues or repeat visits.
• Customer complaints related to system performance or support.
• Number of post-handover snags identified and resolved.

Effectiveness

• Number of change requests arising from support findings.
• Number of additional material requests due to support interventions.
• Accuracy and completeness of support documentation.

Planning / Task Management / Scheduling

• Effective scheduling of support visits and coordination with other departments.
• Ensuring all required documentation and tools are prepared ahead of visits.
• Clear briefings to technicians and support teams before attending site.

Requirements

• Understanding of AV signal flow (audio, video, control, networking).
• Hands-on experience with AV hardware such as switchers, DSPs, amplifiers, displays, projectors, and control processors.
• Basic networking knowledge (IP addressing, VLANs, PoE, switches, basic troubleshooting).
• Familiarity with common Pro AV platforms (Xilica, Powersoft, Symetrix, Chamsys, Grand MA, Novastar) 
• • • — not necessarily programming but knowing how to navigate and diagnose.
• Ability to read and interpret AV drawings (schematics, rack elevations, cable schedules).
• Basic test and measurement skills (using multi-meters, network testers).