Technical Support Engineer

Acuity Inc.•Fort Wayne, IN

26d•$48,000 - $86,000•Hybrid

About The Position

The Technical Support Engineer delivers regional technical support to Q-SYS customers across North America. Key responsibilities include performing comprehensive diagnostics and troubleshooting for Q-SYS products, including audio, video, networking, and third-party control integrations. The ideal candidate will have extensive experience with integrated and converged networked AV&C products in various ecosystems, along with a good understanding of live sound and cinema markets and products. This position is a hybrid role, working both remotely from home and on-site out of our Fort Wayne, IN office.

Requirements

Reside within a commutable distance to Fort Wayne, IN to attend in-office days as scheduled
Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience
Experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems
Must be able to utilize critical thinking and problem-solving skills based on training programs / topics provided by Q-SYS and apply the knowledge to perform support duties
Excellent written, verbal, presentation, interpersonal, communication and phone skills

Nice To Haves

Q-SYS Level I and Level II certification is highly desirable
AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable
An understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony is a plus
Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) and SIP/VoIP telephony experience is a plus
Experience with Salesforce Case Management, Knowledge Base and Atlassian collaborative tools, such as Confluence and Jira is a plus

Responsibilities

Serve as the Voice of the Customer for Q-SYS North America, offering troubleshooting and diagnostic support for Q-SYS Audio, Video, Control, and Network features, technologies, and applications. Provide assistance via phone, email, and chat.
Deliver best-in-class call-handling and call response times to Q-SYS’s key accounts, ensuring exceptional service delivery.
Ensure thorough resolution of all issues and maintain accurate records in Q-SYS's CRM system (Salesforce).
Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.
Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.
Escalation/Crises management
Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
Lead Partner management support and other programs as required.