Technical Support Agent

About the Role
As a Technical Support Agent, you’ll serve as a key resource for customers, addressing complex technical challenges related to Roon’s ecosystem, including our software (Roon, Roon ARC, and RoonBridge) and hardware products such as Nucleus and ROCK. Your mission is to ensure a seamless user experience by diagnosing and resolving problems, empowering customers with knowledge about Roon’s advanced capabilities, and exemplifying our commitment to technical excellence.

What You Will Do
- Diagnose and resolve technical issues across Roon’s ecosystem, including the Roon, Roon ARC, RoonBridge software and hardware products like Nucleus and ROCK.
- Provide expert guidance to customers through Discourse forums, Zoho, and other support channels.
- Assist users in troubleshooting issues with their audio setups, including resolving problems with third-party devices and systems integrated with Roon.

- Efficiently address network-related problems using an understanding of networking concepts, protocols, and diagnostic tools.
- Collaborate with engineering, product and quality assurance teams to escalate and resolve advanced issues.
- Maintain and enhance internal knowledge bases and external troubleshooting guides to support customers effectively.
- Identify trends in customer issues and provide actionable insights to improve Roon’s software, subproducts, and hardware.

What You Need
- Proven experience in technical support, particularly for software, hardware, or technology products.
- Strong technical aptitude with the ability to troubleshoot complex issues across Roon’s ecosystem, ensuring seamless integration of its components within diverse network and audio environments.
- Exceptional communication skills with the ability to explain complex technical concepts clearly and effectively.
- Basic familiarity with terminal commands across macOS, Linux, and Windows operating systems.
- Basic knowledge of networking concepts and troubleshooting tools for efficient resolution of network-related issues.
- Proficiency in analyzing application, OS-level, and hardware logs to diagnose and resolve technical problems.
- Strong organizational skills with the ability to manage multiple tasks independently.

What is Nice to Have
- Experience with Discourse forums, Zoho, or other similar support and customer management platforms. 
- In-depth knowledge of high-resolution audio systems, including HiFi setups, digital file formats (e.g., FLAC, DSD, MQA), and audio signal processing (DSP)
- Advanced understanding of networked configurations, streaming protocols (e.g. UPnP, AirPlay), and multi-room audio systems.

What Makes You Eligible

• Willingness to work remotely.
• Upper-intermediate level of English minimum.
• Successful completion of a background investigation.
• Applicants are responsible for ensuring they meet all national military service obligations, as we are unable to assist with deferral or exemption processes.

What We Offer 

• Competitive wellness benefits for each contractor and their family after a 3 month probation period.
• 100% remote office environment.
• An inclusive and diverse work environment that fosters and encourages career development opportunities.
• Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.
• Professional development opportunities.
• Company equipment.