AV & IT Support Engineer

IT & AV Support Engineer

Twitch's End User Services team is on the hunt for an IT & AV Support Engineer to be the technical heartbeat of our San Francisco office. This is a fully on-site role in San Francisco, CA where IT and AV collide - and we're looking for someone who's just as comfortable debugging a network issue as they are running a flawless live All Hands stream.

You'll be the go-to technical force on the ground, keeping day-to-day IT running smoothly while leveling up the AV experience for meetings, events, and everything in between. From quick desk-side fixes to high-visibility company moments, you'll play a key role in making sure everything just works - and works well. You'll report to our AV & IT Sr. Manager and collaborate across teams to keep our systems strong, our events seamless, and our employees well supported. This is a role for someone who doesn't just fix problems - you spot patterns, get ahead of issues, and build solutions that make them disappear for good.

You Will:

• Drive operational excellence by constructively identifying root causes and system patterns, and delivering high-quality, efficient technology solutions that eliminate recurring issues
• Act as the first point of escalation for complex IT and AV issues in the region, troubleshooting difficult problems without existing SOPs and determining when to manage the issue independently or escalate appropriately
• Mentor and coach new peers on IT best practices, audit the quality of work performed by team members and vendors, and provide constructive feedback
• Automate manual tasks; create/improve small software tools to minimize manual effort and increase productivity
• Manage and execute large IT and AV projects for the region, accelerating progress by driving timely decisions, identifying and mitigating risks, and communicating status to stakeholders
• Create, review, and optimize SOPs, knowledge base articles, and user documentation, ensuring clear process steps are defined for others to solve similar problems
• Provide expert, comprehensive IT support (hardware, software, networking, onboarding, account administration) for Twitch employees across Mac and Windows environments, managing the full employee device lifecycle: provisioning, imaging, deployment, and offboarding
• Own the end-to-end AV experience for company events, including All Hands, managing setup, live operation, and teardown, and ensuring seamless hybrid meeting environments
• Manage and maintain AV systems (displays, cameras, audio equipment, switchers, streaming hardware) and administer core SaaS tools (Okta, Google Workspace, Slack, Zoom, ServiceNow)

Bonus Points:

• Familiarity with the Twitch platform
• Certifications in AV (Q-sys Level 1+, CTS, CTS-I, CTS-D) and/or Networking (e.g., CCNA, CWNA)
• Experience with video editing software
• ITIL certification or courses
• Experience with ServiceNow or similar ITSM platforms
• Scripting or automation experience (Python, Bash, PowerShell, Google Apps Script)

Perks:

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount