- Professional
- Bureau à Smyrna
Position: Support Engineer
Direct Supervisor: Manager of Product Care
Growth: Team Lead / Management Path
Job Description:
Support Engineers exist to provide a high level of support and resources to The Escape Game. 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)
Eligible for TEG Full Time Benefits and Bonus as outlined here.
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.
Job 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 TEG’s 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.
Job 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.
