Technical Support Manager

Jack Porter designs and builds immersive brand environments for collegiate and professional sports, higher education, and corporate organizations. Many of those spaces come alive through experiential and interactive technology, and that technology needs someone who keeps it running long after install day.

We are looking for a Technology Support Manager (AV/Experiential) to be the first line of support for our installed technology solutions. About half your time keeps existing installations healthy and clients happy. The other half puts you alongside project teams setting up and commissioning new work.

This role is not about sitting behind a desk waiting for tickets. It is about owning the client relationship after the build, solving problems fast, and making sure the experience we designed keeps performing.

This is a US-based remote role. When you are not traveling to client sites or for occasional company needs, you will work from your home base.

What You’ll Do

Run Service & Technical Support

• Operate the service desk as the primary point of contact for all support requests tied to installed experiential and interactive applications
• Perform remote troubleshooting and diagnostics to triage and resolve technical issues quickly, minimizing client downtime
• Escalate complex issues to internal engineering or vendor teams, tracking resolution through to completion
• Document service interactions, resolutions, and recurring issues to build and maintain a lasting knowledge base
• Monitor system health and performance proactively, catching potential issues before they reach the client

Own Client Communication

• Serve as the primary client-facing contact for service matters, with timely updates on status and resolution timelines
• Build strong working relationships that keep clients confident in our ongoing support
• Run regular check-ins to review system performance, gather feedback, and surface opportunities to improve

Support Setup & Installation

• Assist project teams with on-site setup, configuration, and commissioning of new experiential and interactive installations
• Participate in system testing, quality assurance, and client handoff procedures for new deployments
• Contribute to operational documentation and handover materials for clean transitions from project delivery to ongoing service
• Travel to project sites as needed based on client needs (up to 50%)

What Success Looks Like

• Installed systems that stay healthy, with issues caught before clients feel them
• Clients who trust our support and stay satisfied long after handoff
• Clean, well-documented service history and a growing knowledge base
• Smooth handoffs from project delivery into ongoing service

Who You Are

• Customer-focused and comfortable owning client relationships in a technical setting
• A strong troubleshooter who stays calm and organized under multiple open requests
• A clear communicator who can translate technical detail for non-technical stakeholders
• Comfortable working both remotely and on-site, and willing to travel up to 50% based on client needs

Experience and Background

• Demonstrated customer service experience with client-facing support in a technical environment
• Prior experience in AV support, IT support, or a related technical service role
• Strong remote troubleshooting across networked systems, AV equipment, and interactive technologies
• Proficiency with service desk platforms, ticketing systems, and remote support tools
• Four-year degree preferred
• Experience supporting experiential, interactive, or digital signage installations in public-facing environments;
• Familiarity with AV-over-IP and control systems such as Crestron, Extron, or QSC, media players, and projection systems;
• Background managing or contributing to service-level agreements (SLAs) and key performance metrics.

Bonus: CTS (Certified Technology Specialist) certification through AVIXA, or willingness to obtain it.

Compensation and Benefits

• Competitive base salary
• Performance-based incentives aligned with team success
• Medical benefits including health, dental, and vision
• Paid time off, holidays, and sick leave
• 401k with company match
• Paid maternity and paternity leave
• Inspiring HQ workspace with a full range of amenities

Why Jack Porter

We build spaces that inspire pride and connection. This role makes sure the technology inside them keeps delivering that experience every day. You will join a collaborative team that cares about the details and takes pride in work that matters.

Ready to Apply?

If this role sounds like you, we would love to hear from you. Send your resume and a short note about your service or technical support experience (and include your favorite sports team/club) to talent@jackporter.com