Technical Support Engineer (CR0917)




Job Location
- United States -- California -- El Segundo

Job Type

08 September 2017

Focusrite Novation inc. is looking for a customer-focused, technically-minded individual to join our technical support team. The primary responsibility of this role is to provide world class technical support assistance to our customers to resolve issues pertaining to our Focusrite and Novation products. You will work as part of a global cross-functional team answering pre- and post-sales customer inquiries by phone, email and live chat, and work proactively to reduce the number of customer inquiries.


As a Technical Support Engineer, the applicant will be responsible for helping to maintain the high level of Technical Support we provide.

Core responsibilities:

  • Act as focal point for pre/post sales and technical inquiries via phone, email and Live Chat relating to the Focusrite and Novation product lines
  • Recreate end-user setups to replicate issues reported in the field and submit bug reports to Focusrite UK headquarters
  • Work closely alongside worldwide support team members. Maintain daily contact and feedback to wider technical support team regarding common issues and complaints reported from the US customer base
  • Monitor forum and social media posts for technical matters relating to Focusrite and Novation product lines and respond accordingly
  • Create and maintain technical articles and documents to help reduce the number of customer inquiries

Abilities, skills and experience required:

  • Collaborator, works well as part of a team
  • Knowledge of MIDI control, audio interfaces, home/studio recording setups and music production
  • Experience with Mac OS X and Windows systems
  • DAW knowledge (e.g. Ableton Live, Pro-Tools, Logic, Cubase)
  • A polite and helpful phone and email manner is a must


  • College degree preferred
  • No formal technical experience necessary but must be familiar with recording and music products
  • Possess strong technical capability
  • Excellent communication skills, both orally and written
  • Familiarity with Focusrite and/or Novation is a plus

About Us

We’ll be honest – Focusrite is a pretty great place to work. Incorporating both the Focusrite and Novation brands, we make music easy to make, from bedroom DJs to the greatest show on earth. Everyone who works here has an enormous passion for music: as it says on our website, sound is everything. We take that very seriously – though we have a lot of fun doing it.

As the number one selling audio interface brand worldwide, Focusrite has an illustrious, prestigious, and, let’s face it, cool history. Alongside Novation, the hardware and software that we develop plays an instrumental (see what we did there?) role in shaping the sound of modern music. From amateur to pro, our goal is to help musicians to make their music the very best it can be.

Music has always been an exciting thing to be involved with, and that’s not about to change. We embrace its evolution, and that means being open to new ideas. Our whole business is structured to let everyone contribute and be heard at all levels, and we make sure it’s a fun place to work. 

Benefits include: 401K scheme, life insurance, healthcare, employee purchase scheme, company making things easy days, and lunch and learns – we’re all about innovation, fresh thinking and great, great products. We work hard, we’re professional and we select really, really talented people. We absolutely love our work. So if you think you can bring something new to the mix, we’ll be looking forward to hearing from you.

Contact information

US Office