Discord has a highly engaged community of millions of daily active users who use the platform for many different reasons, but there's one thing that nearly everyone does: play video games.Bring our workplace to life through exceptional audio/video experiences as our Sr. IT Support Associate, Audio/Video , where your technical expertise will power everything from daily conference room collaboration to our most high-profile company events. Your impact will be felt as you own and evolve our A/V infrastructure, lead the deployment of new conference rooms and event spaces, and serve as the technical backbone for flagship moments like GDC, Hack Week, and company All-Hands. You'll also manage relationships with our A/V integrators and service providers, ensuring the technology we invest in consistently delights our employees and guests. This role will report to our IT Operations Manager and is based in our San Francisco office with an expectation of two scheduled in-office days per week, with additional onsite presence as events and project needs require.What you'll be doing:Own the day-to-day operation, maintenance, and continuous improvement of A/V systems across our conference rooms, huddle spaces, and large event venues, ensuring consistent, delightful experiences for every meeting and gatheringLead mid-size A/V projects end-to-end, including scoping, design input, vendor coordination, installation oversight, commissioning, and post-deployment support for new rooms, refreshes, and event-space buildsServe as the technical lead for event A/V support across flagship moments such as GDC, Hack Week, All-Hands, and executive offsites, partnering closely with Workplace, Comms, and external production teamsManage relationships with A/V integrators, production vendors, and service providers, including scope negotiation, statement-of-work review, quality assurance, and ongoing performance managementTroubleshoot and resolve complex A/V issues spanning control systems (Crestron, Savant, and comparable platforms), DSP and audio processing (QSC Q-SYS, Biamp, Shure), and video routing and distribution (NDI, SDI, Dante AV, and similar transport standards)Provide advanced end-user hardware support across MacOS, Windows, and occasionally Linux, with deep familiarity in the peripheral ecosystem (Thunderbolt 3 vs. 4, DisplayPort, HDMI 2.1, USB-C power delivery, and the tradeoffs each introduces in A/V pipelines)Participate in the team's weekly on-point support queue rotation and deliver expert-level software support for enterprise applications including Google Workspace, Asana, 1Password, Adobe, Microsoft 365, Intune/Entra, Notion, and JAMFDevelop and maintain comprehensive knowledge base documentation, standard operating procedures, and runbooks for A/V operations, event support, and room standardsWhat you should have:5+ years of experience in IT support with progressive responsibilities, including demonstrated depth in audio/video systems, workplace technology, or event production environmentsHands-on expertise with leading A/V control and automation platforms such as Crestron and Savant, including a working understanding of how competing ecosystems compare and where each fits bestStrong working knowledge of how complex A/V systems are architected, including signal flow, matrix switching, the role and use cases of multiviewers, audio DSP concepts, the tradeoffs between analog, IP-based, and hybrid video transport, and how modern conferencing infrastructure (WebRTC, SIP) integrates with in-room A/VProven experience providing on-site A/V support for large-scale company events, tradeshows, or external conferences, with the composure to troubleshoot live under time pressureExperience managing A/V integrators and third-party service providers, including scoping projects, reviewing designs and drawings, and holding vendors accountable to quality and timeline commitmentsFamiliarity with hardware video encoders and the codecs they produce (H.264, H.265/HEVC), including practical understanding of bitrate, latency, and quality tradeoffs in live streaming and event broadcast contextsExperience with IT ticketing systems and asset management platforms for tracking and resolving technical issues including but not limited to enterprise software solutions including Google Workspace, Microsoft 365, JAMF, Intune, and OktaExcellent written and verbal communication skills, with the ability to clearly articulate complex technical concepts to both technical and non-technical audiences, and to influence cross-functional peers with diverse viewpointsBonus Points:Formal training, manufacturer certifications, or AVIXA CTS-level credentials in A/V design, installation, or control system programmingHands-on experience with control system programming or configuration (Crestron, Q-SYS Designer, or comparable)Familiarity with networking fundamentals as they relate to A/V-over-IP, including VLAN segmentation, multicast behavior, QoS, and PTP timingExperience working in fast-paced technology or startup environments with rapidly evolving prioritiesProven track record of cross-functional collaboration across technical and business teams, particularly with Workplace, Security, and Communications partnersExperience with automation tools and process optimization to improve operational efficiencyBackground supporting broadcast, streaming, or live production workflowsCandidates must reside in or be willing to relocate to the San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma counties). Relocation assistance may be available.For this role, the Hiring Manager would like folks to be in the office 2 days a week.The US base salary range for this full-time position is $128,000 to $144,000 + equity + benefits. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits.Discord is committed to inclusion and providing reasonable accommodations during the interview process.Please see our Applicant and Candidate Privacy Policy for details regarding Discord's collection and usage of personal information relating to the application and recruitment process.#J-18808-Ljbffr