AV & IT Support Engineer

About Us Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day. We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and X, and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process. About the Role 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 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) You Have: 4+ years of hands-on experience in an IT Support or AV Engineering role, demonstrating autonomy and strategic decision-making Mastery of Enterprise IT Environments: Advanced troubleshooting and subject-matter expertise in: macOS and Windows 10/11 Office IT infrastructure, including networking fundamentals (TCP/IP, DHCP, DNS, Wi-Fi) and endpoint management Advanced AV & Live Production Mastery: Hands-on expertise in the end-to-end event stack: Setting up, operating, and managing company All Hands and live events Strong knowledge of live streaming and broadcast tools (OBS, vMix, hardware encoders) and video conferencing platforms (Zoom, Google Meet, Webex) Experience in installing and configuring conference room equipment Expertise in Specialized AV Infrastructure, including high-level knowledge of AV hardware/software, AV over IP, Dante-enabled products, and QSC/Q-SYS programming. Strong interpersonal skills: Demonstrated ability to navigate competing priorities, build trust with internal stakeholders, and manage relationships with external vendors to ensure seamless project delivery Strong communication skills: Ability to distill complex technical issues into clear and concise communication for all audiences—including technical peers, executive stakeholders, and end-users. You are adept at providing exemplary customer service while supporting our users. Demonstrated project ownership and management experience, including prioritizing demands, scoping large efforts, negotiating timelines, and following through to resolution Operational Readiness: Comfortable with the physical requirements of the role (lifting equipment, running cable, setting up event spaces) and willing to work outside standard hours for critical events (early mornings, evenings, occasional weekends) 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 Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Job ID: TW9164 The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits. US, CA, San Francisco $70,400—$122,200 USD Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Twitch values your privacy. 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