Field Engineering Support Specialist

Acuity

full-time

Posted on: 10/22/2025

Location Type: Hybrid

Location: Atlanta • 🇺🇸 United States

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💰 $66,500 - $119,700 per year

Mid-LevelSenior

Azure

About the role

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.

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.

Benefits