Technical Support Specialist - IPTV & Customer Care

At FanConnect, we power the screens you see at MetLife Stadium, Lincoln Financial Field, and venues across the NFL, MLB, NBA, NHL, MLS, and NCAA. When a fan looks up at a concourse menu board, a suite TV, or an IPTV feed throughout the stadium, there's a good chance it's running on our platform.

We're a focused team in Charlotte building the software and technology behind all of it. We're looking for someone who enjoys helping customers, solving technical problems, and supporting modern AV systems.

About the role

You'll be the first person our customers turn to when something isn't right. Whether that's a stadium marketing team publishing a sponsor asset before kickoff or a venue AV technician troubleshooting a media player during pregame. You'll own the ticket, diagnose the issue, and either resolve it yourself or work with our engineers to get to the root cause. Over time, you'll build expertise across IPTV, digital signage, CMS platforms, Linux-based media players, Android devices, and the AV technology that powers live sports venues. You'll also gain familiarity with the networking fundamentals that keep those systems connected. Success in this role comes as much from providing an outstanding customer experience as it does from solving the technical problem.

This is a hands-on, on-site position based in our Charlotte headquarters for someone who's genuinely curious about how things work and enjoys solving problems end-to-end.

What you'll do

• Serve as first-line support for technical and non-technical customers - stadium operators, marketing teams, sponsorship partners, and our own internal teams.
• Diagnose and resolve issues across our CMS, media players, IPTV streams, and signage deployments.
• Partner with engineering on complex troubleshooting issues that require deeper investigations.
• Own the ticketing workflow end-to-end including tracking, communicating progress, closing the loop with stakeholders.
• Help with hardware QA, internal testing, and special projects as we scale.
• Rotate through an on-call schedule for coverage outside standard business hours. (games happen on nights and weekends - we staff accordingly)

What we're looking for

• Excellent written and verbal communication skills. You can explain technical concepts clearly to customers with varying levels of technical expertise and provide engineers with the information they need to resolve complex issues.
• Strong troubleshooting instincts: you isolate variables, form hypotheses, test them.
• Comfortable at a Linux shell - reading logs, tailing output, navigating a filesystem. Same for Android.
• Prior experience supporting a customer-facing technical product.
• Real enthusiasm for using AI tools (Claude, ChatGPT, etc.) to move faster. We use them heavily and expect you to as well.
• Genuine curiosity about how things work.

Nice to have

• Experience with professional AV, digital signage, IPTV, or commercial display systems.
• Basic understanding of networking concepts (IP addressing, switches, VLANs, multicast, etc.).
• Familiarity with Linux or Android troubleshooting.
• An interest in sports.

What you'll get

• Competitive salary and benefits.
• Direct exposure to leadership across product, engineering, and operations.
• Flexible, casual environment in Charlotte.