Technical Support Engineer

Overview

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At Outform Group, our guiding philosophy is Dare To Innovate. Outform Group specializes in creating tangible consumer engagements that elevate, connect and humanize brand experiences. We unite leading experts in research, strategy, design, innovation and manufacturing, who work together to create unforgettable brand experiences. Lean, interdisciplinary teams work in close collaboration with clients, helping them to solve their user’s biggest problems.

Our user‑centric, data‑driven approach focuses on creating a seamless experience across different environments.

We're seeking a hands‑on Technical Support Engineer to keep our innovative in‑store technology projects running smoothly. This role focuses on the technical execution and field support of retail technology deployments, particularly LED video wall installations and complex device configurations for major retailers. You'll own the full lifecycle of technical tasks—from configuring computers and setting up displays to validate field issues, testing new content, and providing rapid‑response field support when issues arise.

Outform's technology team works across diverse hardware and software solutions in retail environments. You won't be expected to know everything, but you must have a genuine interest in technology and the drive to dive in, troubleshooting, and figure out things. If you enjoy solving problems under pressure and take pride in keeping deployments moving forward, this is your role.

• Hands‑On Technical Configuration & Setup
  • Configure computers, set up LED displays, and prepare devices for deployment across multiple unique projects
  • Install, test, and validate new content, firmware updates, and configurations across diverse display types and platforms
  • Perform quality assurance testing and validation to ensure all systems function correctly before and after deployment
  • Troubleshoot technical issues, apply software testing methodologies to hardware/device problems, and document solutions for future reference
• Field Support & Problem Resolution
  • Diagnosing and resolving field issues that arise post‑deployment, leveraging specialized knowledge to prevent multi‑day, multi‑visit problems
  • Travel to client sites and retail locations at short notice to address critical technical issues when your expertise is essential
  • Work collaboratively with internal teams to understand field problems and implement lasting solutions
  • Serve as a key resource for technical troubleshooting and issue escalation
• Technical Documentation & Process Support
  • Maintain accurate technical documentation including wiring diagrams, configurations, and setup procedures
  • Create and update installation documentation to be done both by warehouse install teams and 3PL installation at the stores
  • Create and update troubleshooting guides and technical reference materials for support teams
  • Test and validate technical solutions across different project scenarios and requirements
  • Collaborate with developers in Miami and teams in Union City and Chicago to align technical approaches
• Cross‑Project Technical Versatility
  • Support diverse projects with unique technical requirements, adapting skills and approaches as needed
  • Work with various hardware, software, and content platforms to develop broad technical capabilities
  • Evaluate technical feasibility and identify solutions for project challenges
  • Participate in technical discussions and contribute problem‑solving ideas across multidisciplinary teams.

• Technical Aptitude:
  General understanding of technological fundamentals with strong troubleshooting and debugging capabilities
• Hands‑On
  
  Experience:
  
  Comfortable working directly with hardware, devices, and technical systems; willingness to get hands dirty
• Problem‑Solving:
  Exceptional ability to diagnose issues, test hypotheses, and implement solutions independently
• Learning Agility:
  Ability to quickly expand technical skills across diverse hardware/software domains and project types
• Flexibility & Responsiveness:
  Can adapt to changing priorities, work across multiple projects, and travel on short notice when…