Advanced Technical Support Group Engineer

Crestron Electronics • Plano, TX

425d

About The Position

The Advanced Technical Support Group Engineer at Crestron Electronics is responsible for managing and resolving customer technical issues, both remotely and onsite. This role requires advanced technical knowledge and expertise to handle escalated support cases, ensuring effective communication and documentation throughout the resolution process. The engineer will work closely with dealers and clients, providing support for Crestron's automation and control solutions, while also managing project risks and expectations.

Requirements

• High School/GED required, Bachelor's in EE or CS degree preferred
• Minimum of 8 years industry experience, 3 years with Crestron products
• Ability to work under minimal supervision with independent judgement
• Ability to read and interpret system schematics and floorplans
• Minimum Crestron Certified Programmer required
• Crestron DMC-E Required
• Crestron DMC-N Required
• Proficient in C#
• Proficient with HTML5 / CSS / JavaScript
• CompTia Net+ Certification or equivalent preferred
• Proficient in Microsoft OS environments
• Proficient in Apple OS and applications desirable
• Proficient in MS 365 platforms (Excel, Word, PowerPoint, Teams preferred)
• Moderate / Advanced project management skills
• Excellent interpersonal/written/verbal communication skills

Nice To Haves

• Proficient in Apple OS and applications desirable
• CompTia Net+ Certification or equivalent preferred

Responsibilities

• Handle escalated Technical Support cases
• Provide remote assistance and on-site support to Crestron's dealers and customers
• Stage dealer projects and programs to reproduce and resolve reported issues
• Review project designs and programming for compliance with best practices
• Gather logs, packet captures, and other necessary data for effective issue resolution
• Perform site surveys to verify installations meet industry and Crestron standards
• Maintain professional communication with dealers and clients during issue resolution
• Clearly define and communicate how customer concerns will be addressed
• Identify resource needs and manage team responsibilities for case resolution
• Proactively identify potential conflicts and delays, managing project risks
• Liaison with sustaining engineers and product line managers to resolve customer concerns
• Document all case work through the case tracking system
• Provide regular updates on the status of assigned cases to management
• Perform other duties as required

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term Disability
• 401K with company match
• Paid Time Off
• Holidays
• On-site Amenities at NJ Headquarters & TX Facilities
• Crestron Market Cafes
• Fitness Centers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: High school or GED