Technical Support Specialist II

Acuity Inc.•Costa Mesa, CA

8d•$54,300 - $97,700•Hybrid

About The Position

The Technical Support Specialist II delivers regional technical support to Q-SYS customers across North America and Canada. The role provides diagnostics and troubleshooting for Q-SYS audio, video, control, networking, and third-party control integrations. It serves as the Voice of the Customer for Q-SYS North America and provides assistance by phone and email, with a focus on responsive service and thorough issue resolution. The specialist maintains accurate case records in Salesforce, communicates project status to management and customers, and develops knowledgebase articles and training materials. The position also supports escalation and crisis management, provides informal technical and functional direction, trains and mentors colleagues, and leads partner-management support and other programs as required. The position is based on-site at Corporate CA, HQ and follows a hybrid work model.

Requirements

Bachelor’s degree or diploma in a technical or engineering discipline, or equivalent experience.
3 to 5 years of customer support or technical support experience; customer-facing experience in the AV&C integration industry, particularly with installed AV&C systems, is preferred.
Q-SYS Level I and Level II certifications.
Deep understanding of computer technologies, audio/video technologies, audio-over-IP networking, and DSP technology, including gain structure, AEC, Dante, and telephony.
Excellent written, verbal, interpersonal, communication, and phone skills.

Nice To Haves

Q-SYS Controls 101, Control 201, Video 101, and Quantum certifications.
AV industry certifications such as Dante, CTS, CTS-I, or CTS-D.
Experience with unified communications systems and third-party control integration, including Crestron, Extron, AMX, Microsoft Teams, or Zoom.
SIP/VoIP telephony experience.
Experience with Salesforce Case Management, Knowledge Base, and Atlassian collaborative tools such as Confluence and Jira.

Responsibilities

Provide troubleshooting and diagnostic support for Q-SYS audio, video, control, networking features, technologies, and applications by phone and email.
Deliver responsive call handling and response times to key Q-SYS accounts.
Resolve customer issues thoroughly and maintain accurate records in Salesforce.
Provide project status updates to management and customers, communicating progress and issue resolution.
Develop knowledgebase articles and training materials to improve Q-SYS knowledge.
Manage escalations and crises.
Provide informal technical and functional direction to team members, including training and mentoring new hires and frontline support teams.
Lead partner-management support and other programs as required.