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. #LI-VB1