Tier 3 AV Support Engineer

Continuant•Fife, WA

1d•Remote

About The Position

Continuant is a Managed Services Provider and Systems Integrator, offering world-class solutions for UC and AV systems. We have a fantastic opportunity available for an experienced AV Engineer to join our team as a Tier III AV Resolver Engineer. The primary responsibility will be providing remote escalation support for field resources to troubleshoot and resolve various issues that occur in our customer’s Crestron and Cisco AV environment along with supporting rolling technology updates and upgrades. We are seeking an expert-level Tier 3 AV Support Engineer with extensive hands-on experience in advanced audiovisual systems, enterprise networking, and customer-facing technical support. In this senior escalation role, you will serve as the highest technical authority for complex AV issues originating from end users, dealers, distributors, and lower-tier support teams. You will diagnose and resolve advanced system problems via phone, email, and remote-access tools, while ensuring exceptional service quality and acting as a key technical liaison across engineering, product, and Tier 1/2 support groups.

Requirements

Minimum 10 years AV industry experience
Experienced with Crestron and control systems
Highly proficient in troubleshooting and problem-solving Cisco and Crestron AV infrastructure
Deep understanding of IT systems, architecture, and networking protocol for AV
Experience with DSP systems such as QSC, BiAmp, BSS or similar
Demonstrated knowledge and proficiency with system commissioning
Solid verbal and written communication skills
Perform well under pressure
Travel up to 30% annually

Nice To Haves

CTS-I certification strongly preferred
Knowledge of Event Management and use of ISTM such as ServiceNow is strongly preferred

Responsibilities

Act as the primary escalation point for Tier 1 and Tier 2 engineers, leading the diagnosis and resolution of complex technical issues involving networked AV devices (encoders, decoders, routers, IP protocols, etc.).
Own high-severity support cases from initial escalation through resolution, ensuring accurate tracking, documentation, and communication with internal teams and customers.
Collaborate closely with Customer Service and Support Operations to ensure case quality, customer satisfaction, and continuous improvement of support processes.
Interpret and analyze electronic schematics, system designs, and architectural drawings to troubleshoot and validate AV system configurations.
Perform advanced system maintenance, including control program validation, firmware updates, AV system health checks, and proactive/ preventative maintenance tasks to maintain platform stability.
Document technical solutions, root causes, and best practices in a knowledge base for use by internal teams and external partners.
Provide structured feedback to Product Management and Engineering regarding recurring product issues, firmware defects, and feature enhancement requests.
Support AV system upgrades, high-complexity installations, and live event/streaming setups, including technical leadership during critical deployments.
Mentor and train Tier 1/2 support teams, providing guidance on troubleshooting methodologies, product knowledge, and best practices.
Participate in an on-call rotation to provide after-hours escalation support, including weekends as required.