System Support Engineer

Acuity Inc.•Conyers, GA

1d•$66,500 - $143,600•Remote

About The Position

QSC is creating exceptional, people-centric experiences with the perfect balance of technology and creativity. Q-SYS, our innovative full stack audio, video and control platform, unifies data, devices and a cloud-first architecture, empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy, QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences. Atrius, Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter, safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability. Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com. Work location: This position may be based anywhere in the United States and includes travel as part of the responsibilities. Job Summary UC&C Support Engineer - The UC&C Subject Matter Expert serves as the primary technical authority for Unified Communications & Collaboration solutions, with a specialized focus on RoomSuite Simplified Collaboration Spaces and related collaboration technologies. This role provides advanced product support, troubleshooting expertise, operational readiness, and technical leadership across a broad portfolio that includes Teams integration, USB and HID peripherals, PTZ cameras, microphones, touch panels, RoomSuite Collaboration Spaces, Windows-based management systems, cloud services, and data communication technologies. The UC&C Suppoty Engineer will act as the technical bridge between Engineering, Product Management, Support teams, strategic partners, and customers. The UC&C Support Engineer is responsible for diagnosing and resolving complex customer issues, defining and reproducing software defects, validating customer reported problems and testing software fixes in partnership with development teams. Key responsibilities include assisting in delivering technical training, establishing troubleshooting methodologies and support best practices, validating release readiness, and identifying opportunities to improve product supportability. The UC&C Support Engineer collaborates closely with engineering teams to enhance diagnostic capabilities, improve system visibility, and develop tools that streamline troubleshooting and issue resolution.The role also drives operational excellence for RoomSuite Simplified Collaboration Spaces, helping define support policies, customer recovery procedures, firmware and software management practices, and deployment standards. The ideal candidate combines deep technical expertise in UC&C technologies with strong communication, collaboration, and problem-solving skills. By enabling teams through training, documentation, escalation leadership, and continuous improvement initiatives, the SME ensures that UC&C and RoomSuite Collaboration Spaces solutions are scalable, supportable, and deliver an exceptional customer experience while fostering a culture of teamwork, accountability, and innovation.

Requirements

Bachelors or advanced degree in computer science, electrical engineering or similar discipline.
Minimum 5 years experience in-depth troubleshooting of USB, HID PTZ Cameras and UC&C systems protocols, USB, AV automation, and AV related AI.
Minimum 3 years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems
Minimum 2 years experience with Atlassian collaborative tools, such as Confluence and Jira
The UC&C Support Engineer will operate with a high degree of independence, keeping in mind that collaboration with other parts of the organization will be the key to success.
Excellent verbal and written communications skills
Proven experience in supporting UC&C systems including Microsoft Teams, Zoom and other collaboration tools
Strong troubleshooting and problem-solving skilles
Ability to work independently and as part of a team
Excellent software and hardware troubleshooting skills
Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting

Nice To Haves

CTS, CTS-D or similar Avixa technical certification desired.

Responsibilities

Advanced support of Q-SYS clients and systems, provide efficient and effective response and resolution to avariety of incidents and service requests, identify and solve critical problems and prevent them from reoccurringvia root cause analysis and automation, diagnosing and differeintiating hardware issues from software issues
Report ongoing software bugs from the field and test environments via collaborative software reporting tools(Jira), communicate the technical support team and customer requirements effectively with software developersand hardware quality to help prioritize changes that add value to our business
Provide project status updates for management, internal stakeholders (e.g. sales), and customers, communicateprogress on issues and makes modifications as needed. Ensure that all issues/tickets are addressed properly andall records are maintained in Q-SYS’s CRM system (SalesForce), bug reports (Jira), and knowledge base(Helpjuice)
Provide on-site support to clients and end-users, focusing on troubleshooting and diagnosing technical issues.Ensure client systems are updated and optimized to meet the operational requirements outlined in the scope ofwork