U.S. Technical Support(J12312)

About NovaStar NovaStar was founded in 2008 and is a global leading LED display solution provider. There are more than 3,000+ employees, and serve over 4,000 clients around the world, with 5 subsidiary company offices and 5 main product lines. About the Role This role is designed for candidates beginning a career in technical support. You will receive structured product training, work alongside experienced engineers, and gradually take ownership of customer cases and field activities as you demonstrate readiness. Prior full-time industry experience is not required. Key Responsibilities

• Provide first-line remote and on-site technical support by following established troubleshooting and escalation procedures.
• Assist with the setup, configuration, commissioning, functional testing, and basic troubleshooting of NovaStar products and related LED display systems.
• Record issue details, system conditions, troubleshooting steps, test results, and next actions in the designated support system.
• Prepare and update user guides, software operation instructions, FAQs, technical notes, and troubleshooting materials.
• Support product demonstrations, customer and partner training, product testing, field projects, and industry events alongside experienced team members.
• Collect recurring issues and customer feedback and communicate relevant findings to Product, R&D, Quality, Sales, and Support teams.
• Complete assigned product and technical training and progressively handle more complex products, cases, and field activities based on demonstrated readiness. Minimum Requirements
• Bachelor's degree in Electrical Engineering, Electronics, Computer Science, Information Technology, or a related field, or equivalent practical technical training. Candidates completing a degree may apply if they graduated after January 2027.
• Foundational knowledge of electronics, computer systems, computer hardware and software, Windows, TCP/IP, and basic networking.
• Strong passion for hands-on technology, customer problem-solving, and developing expertise in LED display control, video processing, and professional AV.
• Evidence of technical curiosity and structured problem-solving through coursework, laboratories, academic or personal projects, technical competitions, internships, vocational training, military experience, or comparable activities.
• Clear written and verbal English communication, with a willingness to ask questions, document work carefully, apply feedback, and collaborate with others. Preferred Skills and Experience
• Exposure to LED display systems, video processing, Pro-AV, broadcast, live events, rental and staging, or digital signage through coursework, projects, employment, or extracurricular activities.
• Hands-on experience configuring software or devices, connecting equipment, testing systems, or identifying hardware, software, and network-related issues.
• Customer service, peer tutoring, laboratory assistance, technical presentation, demonstration, or other experience explaining information clearly.
• Familiarity with ticketing systems, case-management tools, knowledge bases, or technical documentation practices.
• Relevant technical training or certification, such as NovaStar NCE or AVIXA CTS; certification is not required at the time of application.
• Professional working proficiency in Mandarin for regular coordination with Mandarin-speaking engineering teams. Work Environment and Travel
• Work may occur in an office, laboratory, customer facility, warehouse, event venue, or other field environment.
• Occasional evening or weekend work may be required for scheduled projects, training, or industry events.
• Ability to occasionally move equipment weighing up to140-180 LBS pounds, with or without reasonable accommodation.
• A valid driver's license and ability to meet company-insurability requirements when driving is an essential job duty.