Job Description

Support Engineers exist to provide a high level of support and resources to our company. 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.

Pay & Benefits:

• Starting Pay: $25-$28 (based on experience)
• Full Time Benefits and Bonus

Hours & Schedule:

• Location: HQ - Middle Tennessee Based, Non-Remote
• Expected Weekly Hours: 40-45 hours
• Any hours worked above 40 hours in a given week will be paid in accordance with state and federal laws.
• Travel Expectations: As needed
• 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.
• On-Call: Yes
• 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.

Responsibilities

Support & Troubleshooting

• Utilize our ticketing system “Zendesk” to report, track, and resolve issues in our stores related to our product’s safety, functionality, and aesthetics.
• Schedule calls with our stores and guide them to a successful resolution via remote support.
• Proactively collaborate with other internal departments to strategically design and implement improvements to our products based on guest feedback.
• Coordinate with Store Operations to strategically handle high impact issues.
• Facilitate repairs with third-party vendors.
• Be a reliable wealth of knowledge about our historic and current product standards.

Uphold Safety Standards

• Advise on safe practices for tool usage.
• Ensure electrical repairs are completed safely.
• Identify and call out any unsafe items in our stores.
• Guide stores through weather emergency closures as needed.
• Aid in incident reporting.

Routine & Emergency Store Visits

• Collaborate with Operations and Store Leaders for an efficient action plan while onsite.
• Performs onsite repairs and emergency travel as needed.

Requirements

• A degree in EE, EET, Applied Electronics, etc,
• Experience with PLC coding, or strong ability to read / troubleshoot
• Experience working with various AC/DC Voltages
• Experience working with low voltage electronics.
• A love for escape rooms and interactive media
• Strong organizational and interpersonal skills
• Has strong communication skills - written, on the phone, in-person.
• Excels at maintaining an organized schedule.
• Contagiously positive, can-do attitude
• Loves to “win”
• Ability to lift/carry up to 50 pounds individually.
• Able to stand, walk, climb ladders, and navigate tight spaces for extended periods of time.
• Preferred to have experience in the production and fabrication processes including CNC, Carpentry, Scenic, Paint, and Controls Technology.

Benefits

Pay & Benefits:

• Starting Pay: $25-$28 (based on experience)
• Standard Full Time Benefits and Bonus