RTI Team Lead - Technical Support - Minneapolis, MN

Job Description

Job Description

AVPro Global Holdings, a leading manufacturer of high-performance AV distribution equipment, recently acquired RTI (Remote Technologies Inc.) and Pro Control, expanding our capabilities into the world of custom control and automation systems. With a shared focus on quality and innovation, we are proud to deliver premium solutions—and world-class support—to professional integrators around the globe.

We’re looking for a Technical Support Team Lead to join our RTI/Pro Control division in Minneapolis, MN. In this hands-on leadership role, you’ll guide our tech support team while helping improve internal engineering and customer service processes. You’ll play a key role in bridging the gap between technical support, product development, and customer satisfaction.

Here's what you’ll get to do:

• Lead and mentor the RTI/Pro Control technical support team in day-to-day operations.

• Serve as a subject matter expert for escalated support cases, especially those involving RTI or Pro Control programming.

• Collaborate with engineering and product teams to identify and resolve recurring technical issues.

• Help build and improve technical support documentation, SOPs, and escalation procedures.

• Analyze support metrics and customer feedback to identify trends and opportunities for improvement.

• Provide training, coaching, and onboarding for new team members.

• Maintain a strong understanding of all RTI/Pro Control products, software, and integration platforms.

• Act as a liaison between support, engineering, and sales to ensure seamless communication and customer satisfaction.

This is what we’re looking for:

• 3+ years of experience in technical support within the AV or control system industry.

• Strong background in control system programming; RTI or Pro Control experience highly preferred.

• Proven leadership skills or prior experience managing/leading a team.

• Familiarity with engineering and customer service workflows and process improvement strategies.

• Excellent communication, organizational, and problem-solving skills.

• Comfortable working with control software (Integration Designer APEX, Pro Control Studio), networking, and AV signal flow.

• Self-motivated with a passion for mentoring, process optimization, and customer success.

What we offer:

• Paid leave benefits
• Group Health & Life Insurance
• Employer paid benefits including - Dental and Vision Insurance
• 401K (4% Match)
• Supplemental Insurance

Hours/Pay:

• Full-time, Mondays through Fridays
• Shifts range between 8 a.m. to 6 p.m. CST
• Market competitive hourly wage depending on experience

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