The AV Operations and Events Engineer delivers premium, white-glove AV and event support for executives and high-profile stakeholders. This role combines deep technical expertise with exceptional customer service, ensuring flawless experiences for onsite and offsite events, live broadcasts, and hybrid meetings. The engineer acts as a trusted partner, anticipating needs and resolving issues with speed and professionalism.

Key Responsibilities

Event Support:
- Lead AV setup and technical execution for onsite and offsite events, including executive town halls, global meetings, and board sessions.
- Perform pre-event checks, system validation, and live troubleshooting during high-profile events.
AV Operations:
- Provide advanced troubleshooting (L2) for AV systems, including video conferencing platforms (Microsoft Teams Rooms, Cisco, Zoom).
- Monitor AV environments using tools like Viopta, TAC, Teams Admin Center, and implement proactive fixes.
- Manage AV asset lifecycle, inventory, and health dashboards for global offices.
Collaboration & Escalation:
- Coordinate with Event Operations, Executive IT Support, and AV Engineering (L3) for escalations and system upgrades.
- Interface with vendors for RMAs, warranty claims, and complex troubleshooting.
Standardization & Documentation:
- Maintain and update AV operations documentation, troubleshooting playbooks, and event runbooks.
- Drive consistency in AV deployments and operational practices across regions.
Innovation & Continuous Improvement:
- Participate in testing new AV solutions, firmware updates, and next-gen technology pilots.
- Contribute to process improvement initiatives to reduce MTTR and enhance user experience.

Customer Service Excellence:
- Deliver exceptional service with clear communication, empathy, and professionalism.
- Act as a trusted advisor for executives and event stakeholders, ensuring confidence in AV systems and processes.

Core Competencies

Technical Mastery: Advanced AV troubleshooting and system optimization.
Event Readiness: Ability to anticipate and resolve issues during live events.
Customer Excellence: Delivering premium support for executives and stakeholders.
Collaboration: Partnering with cross-functional teams for seamless execution.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications

2 or more years of work experience
Experience with AV setup and technical execution for onsite and offsite events, including executive town halls, global meetings, and board sessions.
Experience performing pre-event checks, system validation, and live troubleshooting during high-profile events.
Experience providing advanced troubleshooting (L2) for AV systems, including video conferencing platforms (Microsoft Teams Rooms, Cisco, Zoom).

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is $83,100.00 to $129,300.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.