Technical Support Engineer

2 days ago Be among the first 25 applicants

AUO Display Plus is the industrial and commercial display subsidiary of AUO Corporation. We offer complete end-to-end display services, including R&D, manufacturing, sales, customer service, and everything in between. AUO Display Plus builds on the strength of AUO, a 50,000-plus employee global powerhouse in the display industry, leveraging over 20 years of experience to provide a comprehensive range of products to customers worldwide.

Headquartered in the Hsinchu Science Park, Taiwan, the Company operates global offices in Mainland China, Japan, the United States and Europe.

This position is based in our Wilsonville, Oregon office, which is home to the Avocor brand. Avocor designs, develops and manufactures market‑leading interactive technology solutions for both corporate and education environments. We specialize in providing next‑generation interactive touch screens that provide an unrivaled experience for customers. Avocor solutions are built for today’s modern workplace to unify in‑room and remote collaboration experiences and provide a single visual platform.

From executive rooms, to huddle rooms to large team meeting rooms, the Avocor integrated media platform transforms business‑as‑usual into inspired teamwork with all the latest tools for collaboration.

AUO Display Plus is seeking a highly motivated and technically skilled Technical Support Engineer to join our team. In this role, you will be the primary point of contact for customer escalations, providing exceptional technical support, troubleshooting complex issues with our displays, modular deeVLED display systems and other innovative AUO technology products, collaborating with engineering teams to resolve software bugs and enhance product quality.

As a Technical Support Engineer, you will be responsible for diagnosing and resolving complex hardware and software issues within customer applications like integrated AV conference environments, digital signage and classroom settings. Your strong problem‑solving abilities, organizational skills and excellent communication will be key to delivering solutions to customers to our world‑class display product solutions. This role partners with sales, service, engineering, and technical support teams, regularly working and communicating with multiple departments on critical tasks.

You will be responsible for ensuring customer satisfaction by delivering timely and effective solutions, while also contributing to the continuous improvement of our products and services.

• Coordinate and plan paths to resolution for technical issues by coordinating resources to focus on the highest priority issues.
• Proactively anticipate and address product hardware, software, firmware, and interoperability issues and find resolutions, ideally before they become customer facing or before they delay a major milestone or deliverable.
• Once issues are identified, work with customers to resolve issues in a timely and efficient manner.
• Act as an escalation point for service and technical support teams.
• Take ownership of escalations and drive the issue to a timely resolution, both offline or via online sessions with customers and R&D teams.
• Reproduce product issues, replicate customer environments, and perform root cause analysis.
• When a root cause is discovered, own the issue and develop a working solution or elevate to R&D teams.
• Create technical documentation as needed for service, technical support, and other interested parties.
• Create and implement any necessary diagnostic tools, patches, and fixes.
• Occasionally travel to customer locations to provide on‑site support and trouble‑shooting assistance, or guide installations for high profile customers.
• Manage bug reports using tools like Jira, ensuring clear communication with the engineering team for resolution.
• Update knowledge base articles, FAQs, and technical documentation to assist customers and internal teams.
• Collaborate with the engineering, product development, and quality assurance teams to address recurring technical issues and improve product functionality.
• Share…