Senior IT Associate, Audio & Video

About the role

Discord plays a uniquely important role in the future of gaming, and we are focused on making it easier and more fun for people to hang out before, during, and after playing games. This role will report to our IT Operations Manager and is based in our San Francisco office with an expectation of two scheduled in-office days per week, with additional onsite presence as events and project needs require.

Responsibilities

• Own the day-to-day operation, maintenance, and continuous improvement of A/V systems across our conference rooms, huddle spaces, and large event venues, ensuring consistent, delightful experiences for every meeting and gathering
• Lead mid-size A/V projects end-to-end, including scoping, design input, vendor coordination, installation oversight, commissioning, and post-deployment support for new rooms, refreshes, and event-space builds
• Serve as the technical lead for event A/V support across flagship moments such as GDC, Hack Week, All-Hands, and executive offsites, partnering closely with Workplace, Comms, and external production teams
• Manage relationships with A/V integrators, production vendors, and service providers, including scope negotiation, statement-of-work review, quality assurance, and ongoing performance management
• Provide advanced end-user hardware support across MacOS, Windows, and occasionally Linux, with deep familiarity in the peripheral ecosystem (Thunderbolt 3 vs. 4, DisplayPort, HDMI 2.1, USB-C power delivery, and the tradeoffs each introduces in A/V pipelines)
• Troubleshoot and resolve complex A/V issues spanning control systems (Crestron, Savant, and comparable platforms), DSP and audio processing (QSC Q-SYS, Biamp, Shure), and video routing and distribution (NDI, SDI, Dante AV, and similar transport standards)
• Participate in the team's weekly on-point support queue rotation and deliver expert-level software support for enterprise applications including Google Workspace, Asana, 1Password, Adobe, Microsoft 365, Intune/Entra, Notion, and JAMF
• Develop and maintain comprehensive knowledge base documentation, standard operating procedures, and runbooks for A/V operations, event support, and room standards

Requirements

5+ years of experience in IT support with progressive responsibilities, including demonstrated depth in audio/video systems, workplace technology, or event production environments

Hands-on expertise with leading A/V control and automation platforms such as Crestron and Savant, including a working understanding of how competing ecosystems compare and where each fits best

Strong working knowledge of how complex A/V systems are architected, including signal flow, matrix switching, the role and use cases of multiviewers, audio DSP concepts, the tradeoffs between analog, IP-based, and hybrid video transport, and how modern conferencing infrastructure (WebRTC, SIP) integrates with in-room A/V

Proven experience providing on-site A/V support for large-scale company events, tradeshows, or external conferences, with the composure to troubleshoot live under time pressure

Experience managing A/V integrators and third-party service providers, including scoping projects, reviewing designs and drawings, and holding vendors accountable to quality and timeline commitments

Familiarity with hardware video encoders and the codecs they produce (H.264, H.265/HEVC), including practical understanding of bitrate, latency, and quality tradeoffs in live streaming and event broadcast contexts

Experience with IT ticketing systems and asset management platforms for tracking and resolving technical issues including but not limited to enterprise software solutions including Google Workspace, Microsoft 365, JAMF, Intune, and Okta

Excellent written and verbal communication skills, with the ability to clearly articulate complex technical concepts to both technical and non-technical audiences, and to influence cross-functional peers with diverse viewpoints

Qualifications

Formal training, manufacturer certifications, or AVIXA CTS-level credentials in A/V design, installation, or control system programming

Hands-on experience with control system programming or configuration (Crestron, Q-SYS Designer, or comparable)

Familiarity with networking fundamentals as they relate to A/V-over-IP, including VLAN segmentation, multicast behavior, QoS, and PTP timing

Experience working in fast-paced technology or startup environments with rapidly evolving priorities

Proven track record of cross-functional collaboration across technical and business teams, particularly with Workplace, Security, and Communications partners

Experience with automation tools and process optimization to improve operational efficiency

Bonus Points

Experience supporting broadcast, streaming, or live production workflows

Pay

The US base salary range for this full-time position is $128,000 to $144,000 + equity + benefits.

Schedule

Candidates must reside in or be willing to relocate to the San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma counties). Relocation assistance may be available.

This role is expected to be in the office 2 days a week.