Support Technician Position

Hologram Electronics is a small team in Knoxville, Tennessee designing and building effects pedals for guitarists, synth players, producers, and anyone interested in exciting sound design. We sell direct to the people who use our pedals, shipping worldwide from our shop. We care a lot about how things look and sound, and put a lot of effort into reliable customer support.

We design and make effects pedals in Knoxville for a worldwide audience. We’re hiring a support technician, someone who knows their way around pedals and the electronics inside them, and wants to spend their time helping the people who use ours.

You will answer the technical questions, test and repair pedals, help with testing, and learn our products forwards and backwards.

Technical support. You will take troubleshooting and configuration questions: the ones that involve signal chains, power supplies, MIDI setups, DAW integration, and figuring out whether the problem is the pedal, the rig, or the cable. Customer support happens over email, and when a question needs hands on a pedal, you will plug in and reproduce it.

Testing and repair. You will test pedals that come back to us, diagnose what is wrong, perform repairs at the bench, and handle part swaps and returns to our assembly partners when a repair is out of scope. You will keep clean records of what came in, what you found, and what went out.

Beta testing and bugs. Before firmware or a new product ships, you will put it through in depth use case testing. When something is off, you will write it up so the product team can reproduce it, track it until it is resolved, and confirm the fix. You will help maintain the list of known issues and their workarounds.

Quality judgment. You can tell when a pedal sounds or behaves the way it should and when it doesn’t, and you can explain the difference. You will spot patterns across support tickets and repairs and bring them back to the team.

Knowledge. You will learn every Hologram pedal in depth, including the manuals, the firmware history, the MIDI implementation, and the questions people ask most, and help us keep our support answers and documentation accurate and current.

You know pedals, and you know what is inside them. You are comfortable using a soldering iron and a multimeter, and interested in diagnosing a signal problems.

You understand how a rig fits together: signal flow, line level vs. instrument level, power supply requirements, stereo and mono routing, expression and CV, and MIDI (channels, CCs, program changes, clock, etc.).

You have supported people before, formally or not, and you like it. You write clearly, have attention to detail, and are interested int troubleshooting.

You are organized. Repairs, returns, and reports all require documentation, and you are comfortable with that workflow.

You make music with effects. You should be able to talk about how our pedals sound and how people use them.

You are tech-comfortable with the tools around the job: a helpdesk or ticketing system, a bug tracker, spreadsheets, firmware update tools, and whatever DAW or audio interface the question calls for.

Nice to have, not required
: formal electronics training or an EE background / experience, prior repair or bench work for a pedal or audio company or experience writing documentation and manuals.

It isn't an engineering or product design job and it isn't a sales role. Direction comes from owners and management, and you will have a real voice in it without having to own it.

Schedule
:
Full-time Mon-Friday on-site in Knoxville. Bench work and pedal testing happen in the building, so this is not a remote role.

Pay
:
Hourly, commensurate with experience

Reports to
:
Owners & General Manager. Works day-to-day with the the Assembly and Support teams.

Perks
:
Health Insurance covered by Hologram, accrued PTO, paid sick leave, employee discount on products and quarterly team outings.