Advanced Flex Support Engineer

Creston•Rockleigh, NJ

1d•$77,000 - $110,000•Remote

About The Position

The Advanced Flex Support Engineer is the highest-tier support specialist with expert-level knowledge and understanding of the Crestron Intelligent Video platform and associated products. The primary responsibility of the Advanced Flex Support Engineer is to guide customers through a customized implementation process, act as the primary technical contact throughout the deployment, attain and document a clear description of problems reported, via incoming support phone calls or online ticket submissions, and apply their knowledge to resolve the issue or investigate further and collect specific information. This role also advises customers on camera placement, proper wiring, microphone configuration, control programming, etc. to ensure that the product is deployed correctly and efficiently. As part of the process, you will document the key details of each project and assist customers in setting up the products in real time. All technical support is primarily supplied remotely, although onsite support is offered as well. As part of the Unified Communications support team, your knowledge will extend to the Crestron Flex platform and any video conferencing solutions running on that platform. This is a remote position with a work schedule of 8:45 am-5:30 pm

Requirements

Must be able to travel up to 50% including overnights, as needed.
Minimum of 3 years' prior experience providing consistent and excellent technical support in a single organization
Understand customer service principles and how supporting a product from start to finish impacts a more significant revenue stream.
Able to effectively prioritize tasks to maximize the benefit to the organization, quickly identifying the need for escalation.
Excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies
Education - Bachelor's degree preferred
Must be able to lift and maneuver up to 50 pounds.
Knowledge of Unified Communication platforms (Microsoft Teams, Zoom, Webex)
Knowledge of Exchange/O365/Active Directory
Knowledge of Crestron Toolbox, SIMPL Windows, SIMPL#
Network diagnosis skills (COMP TIA+ preferred)
Read and interpret system schematics, floorplans, etc.
Collect and interpret system-level data for analysis
The ability to document the issue, steps taken, and thought process behind the path of investigation.
The ability to think ” outside the box" and understand how minute data points can affect the larger picture.
Experience working with cameras, microphones, Dante, and various DSPs (Biamp, Shure, QSC)
Familiarity with audio/video production software (Wirecast, OBS, Adobe CC)

Nice To Haves

Familiarity with Salesforce Service Cloud (Preferred but not required)

Responsibilities

Building and maintaining customer rapport with high-profile c-suite level customers, ensuring they understand Crestron is with them through every process step
Manage a high volume of support cases, maintain timely follow-ups, and assume end-to-end ownership per support guidelines
Troubleshoot products within the Crestron Flex product line:
A clear description of the reported problem
Collect required data (i.e. firmware/software versions, serial numbers, logs, etc.)
Mockup/recreate customer-reported issue using in-house equipment. Excellent time-management and task-prioritization skillset
High-level analysis of JSON and XML files
Fundamental analysis of customer network architecture
Create RMA's as needed for a customer site.
Contribute to Crestron's customer knowledgebase via the creation of training material, knowledgebase articles, technical documentation, and software tools
Guide customers through the customized implementation process
Provide expert advice in camera and video technology
On-call support as required
Other duties or responsibilities as required