Technical Support Specialist - Musco Sports Lighting

The Musco Lighting Emerging Technology Team is seeking a skilled and proactive Technical Support Specialist based in our Urbandale campus. This role provides advanced troubleshooting for AI-powered vision systems, network solutions, and software-driven technologies used in outdoor sports venues. As a key member of our support team, you will be responsible for resolving complex issues related to vision-based systems, networking infrastructure, and cloud-connected devices. You'll be the primary escalation point for technical issues in the field, guiding customers through troubleshooting steps and ensuring smooth operations during live sports events. When issues can't be resolved at your level, you will escalate them to the next tier of support (system design engineers).

As a crucial team member, you will work directly with engineers, contractors, and facility managers to provide support, optimize system performance, and ensure seamless integration of our emerging technologies into dynamic environments. Your expertise in diagnostics, hands-on technical support, and collaborative problem-solving will help drive the success of our cutting-edge technology in real-world settings.

At Musco, our motto is, We Make It Happen®. There is a can-do, innovative spirit here. We are problem solvers, always up for the next challenge.

What you will do as a Technical Support Specialist (On-site/hybrid in Urbandale, Iowa)

• Troubleshoot and resolve issues related to AI-powered vision systems, cameras, and networking components, ensuring optimal performance in real-time environments.
• Provide advanced support for network infrastructure and software applications, including diagnosing problems with connectivity, system integration, and cloud-based tools.
• Act as the primary escalation point for Tier 1 support technicians, offering guidance on complex technical issues related to vision systems, networks, and hardware/software.
• Utilize cloud-based diagnostic tools to remotely analyze and resolve issues with AI-driven systems, ensuring performance and reliability standards are met.
• Collaborate with Tier 3 engineers for advanced troubleshooting when issues cannot be resolved at the Tier 2 level.
• Document troubleshooting steps, findings, and resolutions to improve efficiency and build a knowledge base for future support.
• Maintain availability during regular work hours and be part of the on-call rotation, including evenings, weekends, and holidays, to ensure system performance during live events.
• Stay up-to-date with emerging AI, computer vision, and software platforms to enhance troubleshooting and support capabilities.
• Work on-site from our Urbandale, Iowa office and participate in an on-call rotation- including evenings and weekends.

What you need to be successful

• A background in electronics, computer science, or related technical fields.
• Prior experience in technical support or system troubleshooting, particularly in Tier 2 or similar roles.
• Experience with networking solutions in large-scale systems, particularly those used in outdoor sports or entertainment environments, and AI-powered vision systems, networking, and software-driven technologies.
• Familiarity with cloud-based diagnostic tools and software platforms supporting real-time AI systems.
• Previous experience troubleshooting AI-powered vision systems or computer vision technologies.
• Proficiency in diagnosing and resolving issues with cloud-based tools, network infrastructure, and AI software used in real-time applications.
• Strong understanding of network protocols, particularly in complex systems such as camera networks, sensors, and connected devices in sports environments.
• Experience with vision-based systems and AI applications, particularly in outdoor environments or real-time settings.
• Excellent communication skills to provide clear instructions to Tier 1 technicians and collaborate with Tier 3 engineers.
• Ability to manage multiple time-sensitive issues, particularly during high-demand periods such as live sports events.
• Strong problem-solving abilities with a focus on identifying root causes and implementing effective solutions.
• Attention to detail, ensuring all troubleshooting steps and resolutions are properly documented.

Who is Musco?

Musco is the global leader in sports and large-area lighting solutions. We believe work should be fun – at Musco, you are part of world-class projects ranging from the London Stadium to the New Orleans Saints Mercedes-Benz Superdome to Iowa State University’s Hilton Coliseum, to major transportation hubs, to your local Little League stadium to our In Mini-Pitch System™ Solution. Our Team-first culture enables us to envision, create, refine, and guarantee the best lighting systems. We are forward-thinking, always striving to create the next generation of technology. A privately held company since 1976, our supportive and caring culture is based on relationships and creating value. The Des Moines Register named Musco an Iowa Top Workplaces recipient. Read more here.

Together We Make It Happen® – we invite you to apply at musco.com/careers.

What does Musco offer?

At Musco, we offer opportunities for meaningful work at a company you can be proud of. That includes supporting learning through on-the-job experiences and options to develop and grow through different roles within your organization. We value our Team Members and support a work-life balance with flexibility for you to volunteer in your community, attend family activities, or simply have time to do the things you enjoy.

In addition, we offer:

• Health insurance – comprehensive plans with low out-of-pocket costs
• Generous paid time off benefits
• Profit sharing – calculated on profitability
• 4% 401K match – immediately vested
• 100% paid Team Member premiums for life insurance and short-term disability insurance