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.

• 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.