Support Engineer; Field Support

At The Storytelling Company (TSC), we design and deliver immersive, story-driven experiences that bring together brand, culture, and technology. Our work spans AV/IT systems, interactive environments, digital signage, executive briefing centres, customer experience centres, and extended reality installations. We partner with leading international brands to create environments that connect people to stories in meaningful and memorable ways.

Do you enjoy solving technical problems? Have you built AV systems for theatres, live events, museums or experience centres? Would you like to travel across Europe supporting immersive installations for some of the world's biggest brands? At TSC, we work in a collaborative, fast-moving environment where initiative, ownership, and clear communication are key.

As anAV Field Support Engineer, you play a critical role in maintaining and supporting TSC's installed systems at client locations across Europe and occasionally beyond. You provide hands‑on troubleshooting (corrective maintenance), preventive maintenance, system inspections, and on‑site technical support when issues cannot be resolved remotely. Acting as the physical extension of our support team, you help ensure that client environments remain operational, reliable, and aligned with TSC's quality standards.

You'll work closely with colleagues across Delivery, Engineering, Product, and Customer Experience teams to help ensure our installations continue to perform long after handover.

This is a client‑facing role that requires frequent travel, strong communication skills, and the ability to work independently in dynamic environments. You are comfortable diagnosing technical issues on‑site, coordinating with remote specialists, and providing clear updates to both clients and internal stakeholders.

You bring a practical mindset, a structured approach to problem‑solving, and a genuine desire to help clients succeed.

No two projects are the same. One week you may be troubleshooting a customer experience centre, the next supporting an immersive exhibition or executive briefing centre elsewhere in Europe.

• Perform on‑site troubleshooting and incident resolution for AV and IT‑related systems.
• Respond to support cases requiring local intervention and ensure timely resolution.
• Diagnose hardware, software, networking, and AV system issues in the field.
• Act as the "eyes and hands" of remote support teams during investigations and escalations.

• Conduct preventive maintenance visits and system health checks.
• Verify system performance and identify potential issues before they impact operations.
• Recommend corrective actions, upgrades, or preventive measures where appropriate.
• Ensure installed systems continue to operate according to design specifications.

• Document activities, findings, and resolutions within support and ticketing systems.
• Maintain accurate records of site visits, maintenance activities, and system changes.
• Support knowledge sharing and contribute to improvements in support documentation.

• Serve as an on‑site representative of The Storytelling Company.
• Communicate clearly and professionally with client stakeholders.
• Manage expectations and provide timely updates throughout support activities.
• Escalate issues appropriately and coordinate with Product, Delivery, and Engineering teams.

• Work closely with internal support, engineering, and delivery teams.
• Help identify recurring issues and opportunities for process improvement.
• Contribute to the continuous development of TSC's support standards and service delivery practices.

• Proven experience in field support, AV installation, AV engineering, theatre technology, live events, broadcast, video systems, or another hands‑on technical environment.
• Experience installing, maintaining, and troubleshooting AV or IT systems.
• Solid understanding of Windows environments, networking fundamentals, and AV hardware.
• Comfortable reading…