Technical Support

Working at Float4

If you are looking to do the best work of your career, collaborating with an industry-leading team of creatives and technologists on bold high-visibility international projects, you've come to the right place.

Beyond the impactful work itself, employees enjoy a creative environment and open atmosphere along with a solid benefits package.

From comprehensive health, dental, wellness and travel insurance, employer matched retirement savings account, and generous time-off benefits to various (and rather clever) team retreats, activities and celebrations.

Technical Support & AV Solutions Specialist

Montreal, QC

At Float4, we blend technology and creativity to craft immersive experiences that transform physical spaces. As our Technical Support & AV Solutions Specialist, you'll be the trusted expert who ensures those experiences perform perfectly in the real world. You'll troubleshoot, test and fine-tune the systems behind our most innovative installations – from large-scale media walls to interactive environments.

As Float4's Technical Support & AV Solutions Specialist, you'll be at the crossroads of technology, creativity, and client experience. You'll play a key role in ensuring that our multimedia installations and digital environments continue to perform flawlessly long after they're deployed. From diagnosing issues and coordinating resolutions to testing cutting-edge interactive systems, you'll be part of the team that keeps our creations running at their best.

Beyond day-to-day support, you'll contribute to quality assurance for both client projects and our in-house product development. If you bring the relevant experience, you'll also participate in AV system design, help shape project planning and prepare technical cost estimates for future installations.

Job description

Roles and Responsibilities

Technical Support

• Oversee and manage all technical support requests, including ticket intake, prioritization, and resolution (Freshdesk)
• Serve as the primary point of contact for client technical inquiries, ensuring clear communication and high-quality service
• Perform technical triage, identify root causes, escalate issues when necessary, and follow up on resolutions
• Coordinate with internal resources, partners and suppliers to implement timely solutions
• Maintain a detailed history of issues and solutions to support continuous improvement
• Update and maintain technical support documentation and internal knowledge base resources
• Coordinate and oversee scheduled maintenance visits to keep our installations running seamlessly

Quality Assurance

• Conduct quality assurance (QA) testing on projects and in-house products, documenting issues and collaborating with developers
• Participate in pre-deployment testing of project applications and physical equipment (e.g. Realmotion, Notch, Unreal Engine, Unity3D, TouchDesigner)
• Draft and organize test reports and quality control documentation

AV Design (depending on experience)

• Contribute to AV system design for commercial installations and creative environments
• Prepare cost estimates for potential projects, ensuring alignment with technical feasibility and budgetary constraints
• Collaborate with project managers, developers, and integration teams to ensure technical excellence and client satisfaction

Technical Project Coordination

• Support technical and logistical aspects of project preparation and integration
• Participate in project meetings and assist with scheduling, documentation and task tracking
• Provide on-site technical support during project deployment and assist in client training when required

Other Considerations

• Occasional travel (including evenings and weekends)
• Availability for after-hours or weekend system monitoring and client support may be required, depending on project needs

Required Qualifications and Skills

• 3–5 years of experience in technical support, systems engineering, or a related AV/IT role
• Proficiency with support management tools (e.g. Freshdesk) and established troubleshooting workflows
• Solid technical foundation in AV hardware and software, including displays, projectors, media servers and signal distribution systems
• Demonstrated experience diagnosing and resolving hardware, software and network connectivity issues
• Working knowledge of media server platforms and AV control systems
• Understanding of QA processes, including bug tracking, testing and documentation best practices
• Experience coordinating technical workflows or managing project logistics within multidisciplinary teams
• Familiarity with interactive systems (Unreal, TouchDesigner, Unity), video playback and projection technologies (e.g. Watchout, Coolux) and basic programming knowledge are all considered strong assets

Desired Qualities

• Exceptional problem-solving and communication skills; calm under pressure
• Excellent writing and summarizing abilities
• Client-facing experience; able to explain technical concepts clearly to non-technical audiences
• Strong organizational skills; able to manage multiple priorities and work to tight deadlines
• Initiative, resourcefulness and autonomy
• Rigor, attention to detail, consistency
• Perfectly bilingual (English/French), spoken and written

Employment Terms

• Permanent, full-time position (40 hours/week)
• Hybrid work policy: option to work from home two days per week and remotely from anywhere in the world for two weeks per year