Support Controller

Location: Bengaluru
Department: Project
Experience: 6–8 Years
Qualification: B.E (Any stream) with strong AV experience
Industry: Audio-Visual (AV) Integration

Job Summary

We are looking for an experienced Support Controller to manage technical support operations, oversee project service activities, coordinate with internal teams, and ensure smooth functioning of AV systems across client sites. The ideal candidate must have deep AV technical experience, strong troubleshooting skills, and the ability to manage support teams and escalations efficiently.

Key Responsibilities

• Oversee and control the technical support operations for AV projects.

• Manage support requests, ticketing systems, and escalate high-priority issues.

• Provide expert-level troubleshooting for AV systems, control systems, networks, and integrations.

• Coordinate closely with project managers, engineers, and service teams.

• Plan, schedule, and assign support tasks to field engineers and technicians.

• Ensure SLA compliance, timely issue resolution, and quality service delivery.

• Review system performance, identify recurring issues, and propose improvements.

• Maintain documentation including reports, incident logs, and configuration records.

• Work with OEMs and vendors for product support, RMAs, and advanced technical resolutions.

• Provide guidance and mentorship to junior support staff.

• Ensure customer satisfaction and handle escalated client communication.

Required Experience

• 6–8 years of hands-on experience in Audio-Visual (AV) systems, integration, commissioning, and technical support.

• Strong expertise in AV brands such as Crestron, Extron, QSC, Biamp, Harman, Shure, Bosch, Kramer, etc.

• Experience managing support workflows, escalations, service operations, and SLA-based support.

• Proven experience in resolving complex AV issues, signal flow troubleshooting, and system diagnostics.

• Experience in leading or supervising small technical teams is preferred.