Engineering Support

Acuity Brands • Atlanta, GA

74d • $66,500 - $119,700

About The Position

The Engineering Support professional provides advanced technical support for site issues that cannot be resolved by the Dedicated Support Team. This role guides customers and internal teams on processes and next steps, determines when and how to escalate, and, when escalation is required, gathers complete technical information and drives cases through Engineering to resolution. The position maintains frequent, proactive communications with all stakeholders, requests and shares status updates, and ensures clear next steps until closure. The role also contributes to the knowledge base by creating and publishing KCS articles once a fix or workaround is confirmed. The position is remote, with the ability to travel to sites as needed.

Requirements

• Strong technical aptitude and troubleshooting across hardware, software, and programming.
• Ability to work independently and in teams; strong leadership and accountability.
• Continuous improvement mindset and effective time management.
• Excellent verbal and written communication for customer-facing problem solving.
• Proven conflict management and customer service skills.
• Associate's/Technical degree in Electrical/Electronics or IT, or equivalent work experience.
• ~4 years in Acuity Technical Support (including ≥1 year in Enhanced Support) or equivalent experience elsewhere at Acuity.

Responsibilities

• Own end-to-end management of Engineering Support and Engineering cases.
• Manage tickets in Salesforce and Azure DevOps.
• Lead external communications with agents/customers and provide internal updates to Acuity stakeholders.
• Coordinate handoffs with the Dedicated Support team for escalated cases.
• Participate in regular meetings (escalations, NPD, special assignments, process improvements).
• Create/revise KCS articles and help manage the KCS backlog to sustain a healthy knowledge base and promote self-service.
• Assist in training Frontline and Enhanced Support Associates.
• Provide after-hours emergency phone support.
• Travel as needed for OJT, classroom training, and jobsite troubleshooting.

Benefits

• Health care
• Dental coverage
• Vision plans
• 401K benefits
• Commissions/incentive compensation depending on the role

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees