Primary Roles & Responsibilities:

Technical Support & Customer Engagement - Provide pre-sales and post-sales technical support to customers and internal teams, handling complex inquiries from product specifications to troubleshooting critical system issues. Product Development & Testing - Contribute to new product launches through hardware/software validation, stress testing, bug diagnosis, and comprehensive quality assurance processes. License & Tool Management - Maintain operational oversight of Black Box product licensing (e.g. Boxilla and RemoteApp license generation tools), including training operations teams and ensuring proper documentation. Regulatory Compliance - Lead certification efforts for EMC, Safety, and Environmental standards including country-specific requirements (e.g. BIS, China RoHS, CB) and maintain compliance with related regulations. Firmware & Software Management - Oversee firmware storage, conduct interoperability testing, and manage release processes for software/firmware updates to customers. Documentation & Training - Create technical documentation, sales training materials, and customer-facing content while supporting international teams with regulatory classifications. Cross-Functional Collaboration - Work with product management, product development, sales, engineering, and operational teams to ensure seamless product lifecycle management and customer satisfaction. Competitive Research - Does competitive product analysis and testing, communicates competitive intelligence on features, value propositions, pricing information to product managers and other stakeholders. Continuous Learning - Stay current with technologies and trends and incorporate this knowledge into products and solutions to solve customer problems. Business Development - Assists with trade show product demo design and presentations as required.

 

Skills, Knowledge, Abilities:

Excellent written, verbal and listening communication with many diverse stakeholders. Self-motivated and driven with a results-driven attitude, market-oriented approach, and a curious mind. Experience or certifications in technology hardware computer networking, signal switching, and visualization technologies.  KVM and/or audio/visual product experience is strongly desired. Solid teamwork traits and the ability to work collaboratively in a multidisciplinary team environment. Strong organizational skills with ability to manage multiple priorities. Travel is required, approximately 10% of the time, primarily in North America with occasional international travel.

Education/Experience Requirements:

5+ years of experience in a related role in a electronics hardware environment.  Experience working with KVM and/or audio/visual products is strongly preferred. Must have strong experience in working with customers and external/internal stakeholders to research and resolve technical concerns. 4-year degree in Engineering, Engineering Technology or Computer Science.  Significant experience within this industry may be substituted for candidates with an Associate’s degree in a technical field. Must process strong technical knowledge and product engineering, with the ability to learn everything about Black Box’s product lines. Must possess strong communication and customer service skills, and be able to serve as a customer advocate when interacting with all other functional areas of the business.  Must skillfully navigate a matrix/cross-functional environment, using influence skills to drive the team to accomplish mutual goals.  Able to gather, analyze and use data, facts and input from multiple sources to analyze technical performance data, identifying trends, opportunities, issues, and threats, solve problems, and make timely/informed decisions. Self-motivated and driven with a results-driven attitude, market-oriented approach, and a curious mind.  Ability to work effectively in a fast-paced, dynamic environment with multiple competing priorities. Understanding of EMC/Safety/Environmental compliance standards and regulatory frameworks for specialized vertical markets (e.g. government, defense, broadcast, etc.) Experience with firmware/software testing and technical documentation. Strong problem-solving abilities and analytical thinking.

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