Customer Technical Support Specialist - Photography Flash Lighting Systems at ADORAMA INC
New York, NY 10011, USA -
Full Time


Start Date

Immediate

Expiry Date

06 Aug, 25

Salary

28.0

Posted On

06 May, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Validation, Ticketing, Productivity, Videography, Photography, Modifiers, Documentation, Team Synergy

Industry

Information Technology/IT

Description

We’re a leading private label brand in the professional photo and video lighting industry, developing innovative, creator-centric products—from bi-color LED panels and COB spotlights to wireless triggers and softboxes. Our customer base ranges from indie filmmakers to studio pros, and we’re growing fast. We’re seeking a technically fluent Customer Support Specialist to serve as a bridge between our users and our engineering/product teams.

JOB SUMMARY:

As a Flashpoint/Godox product expert for technical customer support, you’ll act as a subject matter expert on the Flashpoint/Godox product line, providing technical assistance to customers. You’ll also be responsible for documenting customer interactions, tracking issues, and analyzing trends to improve the product and support processes.

QUALIFICATIONS:

  • Strong familiarity with Godox lighting equipment and ecosystems is required.
  • 2+ years in a technical customer support, product specialist, or field tech role (preferably in photo/video).
  • Strong understanding of lighting concepts: color temperature, CRI/TLCI, DMX/TTL/HSS protocols, modifiers, and wireless triggers.
  • Familiarity with basic electronics, firmware installation, and product QA workflows.
  • Excellent written communication and ticketing documentation.
  • Experience using helpdesk or CRM systems.
  • Photography, videography, or lighting tech background preferred.

BONUS SKILLS:

  • Knowledge of DMX lighting protocols or studio automation
  • Experience with product beta testing or QA validation
  • Comfort with video support calls or creating product walkthroughs
    This role requires three on-site days weekly to ensure in-person collaboration, improved communication, effective teamwork, and real-time problem solving to enhance team synergy and productivity. A standard 40 hour work week is expected.
    The hourly rate of pay for this role is $25 - 28. The rate will be determined based on overall skills and experience.
Responsibilities
  • Provide advanced troubleshooting for lighting products including LED panels, monolights, strobes, wireless systems, and power supplies.
  • Assist with diagnosing firmware bugs, signal sync issues, CRI performance discrepancies, and user-reported faults.
  • Manage technical support tickets via platforms Microsoft Dynamic 365.
  • Escalate unresolved issues to engineering/product teams and follow up on resolution progress.
  • Create and maintain internal documentation and user-facing support articles.
  • Record product feedback and common issue trends to improve product quality and user experience.
  • Support pre-sales inquiries with detailed tech specs, compatibility confirmations, and setup recommendations.
  • Collaborate with QA and R&D teams for product testing and beta feedback cycles.
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