<p>Position: Support Engineer</p> <p>Direct Supervisor: Manager of Product Care</p> <p>Growth: Team Lead / Management Path</p> <p>Job Description:</p> <p>Support Engineers exist to provide a high level of support and resources to The Escape Game. They work diligently to partner with regional and local leadership to ensure our facilities and games maintain a high level of functionality and operational excellence. Support Engineers are one of the driving forces to ensure follow-up and complete resolution in a timely manner.</p> <p>Pay & Benefits:</p> <ul> <li> <p>Starting Pay: $25-$28 (based on experience)</p> </li><li> <p>Eligible for TEG Full Time Benefits and Bonus as outlined here.</p> </li></ul> <p>Hours & Schedule:</p> <ul> <li> <p>Location: HQ - Middle Tennessee Based, Non-Remote</p> </li><li> <p>Expected Weekly Hours: 40-45 hours</p> </li><li> <p>Any hours worked above 40 hours in a given week will be paid in accordance with state and federal laws.</p> </li><li> <p>Travel Expectations: As needed</p> </li><li> <p>This is most commonly due to a store emergency or a routine visit to a store within driving distance. When traveling beyond local stores you are paid your hourly rate + per diem.</p> </li><li> <p>On-Call: Yes</p> </li><li> <p>You can expect to be on-call as a secondary resource to the Product Care Coordinators who are on-call. This includes nights, weekends, and holidays.</p> </li></ul> <p>Job Responsibilities:</p> <p>Support & Troubleshooting</p> <ul> <li> <p>Utilize our ticketing system "Zendesk" to report, track, and resolve issues in our stores related to our product's safety, functionality, and aesthetics.</p> </li><li> <p>Schedule calls with our stores and guide them to a successful resolution via remote support.</p> </li><li> <p>Proactively collaborate with other internal departments to strategically design and implement improvements to our products based on guest feedback.</p> </li><li> <p>Coordinate with Store Operations to strategically handle high impact issues.</p> </li><li> <p>Facilitate repairs with third-party vendors.</p> </li><li> <p>Be a reliable wealth of knowledge about TEG's historic and current product standards.</p> </li></ul> <p>Uphold Safety Standards</p> <ul> <li> <p>Advise on safe practices for tool usage.</p> </li><li> <p>Ensure electrical repairs are completed safely.</p> </li><li> <p>Identify and call out any unsafe items in our stores.</p> </li><li> <p>Guide stores through weather emergency closures as needed.</p> </li><li> <p>Aid in incident reporting.</p> </li></ul> <p>Routine & Emergency Store Visits</p> <ul> <li> <p>Collaborate with Operations and Store Leaders for an efficient action plan while onsite.</p> </li><li> <p>Performs onsite repairs and emergency travel as needed.</p> </li></ul> <p>Job Requirements:</p> <ul> <li> <p>A degree in EE, EET, Applied Electronics, etc,</p> </li><li> <p>Experience with PLC coding, or strong ability to read / troubleshoot</p> </li><li> <p>Experience working with various AC/DC Voltages</p> </li><li> <p>Experience working with low voltage electronics.</p> </li><li> <p>A love for escape rooms and interactive media</p> </li><li> <p>Strong organizational and interpersonal skills</p> </li><li> <p>Has strong communication skills - written, on the phone, in-person.</p> </li><li> <p>Excels at maintaining an organized schedule.</p> </li><li> <p>Contagiously positive, can-do attitude</p> </li><li> <p>Loves to "win"</p> </li><li> <p>Ability to lift/carry up to 50 pounds individually.</p> </li><li> <p>Able to stand, walk, climb ladders, and navigate tight spaces for extended periods of time.</p> </li><li> <p>Preferred to have experience in the production and fabrication processes including CNC, Carpentry, Scenic, Paint, and Controls Technology.</p> </li></ul>