Advanced Technical Support Group Engineer- Remote

Careers at Crestron•Rockleigh, NJ

1d•Remote

About The Position

At Crestron Electronics, Inc we build the technology that integrates technology. We are proud to be the largest and most recognized brand in automation and control solutions, and the premier technology partner for fortune 500 businesses globally. Our products’ are integrated into new high-tech commercial buildings’ to include some of the most exciting real estate throughout the world. Our clients include Google, Microsoft, Amazon, LinkedIn and many others. We are the leaders in the most exciting industry in the world! Our automation and control solutions for homes and buildings allow our clients to control entire environments with the push of a button, integrating systems such as Audio Visual, Lighting, Shading, Security, Building Management Systems and HVAC to provide greater comfort, convenience and security. The ATSG Engineer manages the resolution of customer issues either remotely or, when necessary, onsite by applying their advanced technical knowledge and expertise in addition to resources available to them. They must resolve support cases that have been assigned to them, carefully documenting the steps taken to enhance the company support database and managing all communications and follow-up related to the case. This is a 100% remote opportunity

Requirements

H.S. Diploma or General Education Degree (GED) required
6-8 years working in the AV industry and 5 years of experience in Customer Support
3-5 years experience with Crestron's proprietary software development tools, including Simpl Windows, Simpl+, Simpl#, and D3Pro
Works under minimal supervision with wide latitude for independent judgement
Ability to undertake assigned projects with baseline information for completion and evolve project complexity with minimal supervision
Ability to read and interpret system schematics, floorplans, etc.
Proficient in Microsoft OS environments
Proficient in MS 365 platforms: Excel, Word, PowerPoint required, Teams preferred
Moderate / Advanced project management skills
Must possess excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies
Able to effectively prioritize tasks to maximize benefit to the organization
Able to work flexible hours as required by the client
Crestron Certified Programmer required
Crestron DMC-E Certified required
Crestron DMC-N Required

Nice To Haves

Bachelors in EE or CS degree preferred
Proficient in Apple OS and applications desirable

Responsibilities

Handle escalated Technical Support cases
Provide remote assistance and on-site support to Crestron’s dealers and customers while working to resolve technical issues that cannot be efficiently resolved through typical phone support channels
Stage dealer projects and programs in the process of reproducing and resolving the reported issues
Review project designs and programming to ensure they conform to best practices
Gather logs, packet captures, and any other data necessary to effectively
Perform site surveys to verify installations meet industry and Crestron standards
Clearly define and communicate how the customers concerns will be addressed and effectively manage expectations
Proactively identify potential conflicts and delays, and work to manage and mitigate project risks
Liaison with sustaining engineers and product managers as required to resolve customer concerns