Acuity

Technical Support Engineer

Acuity

full-time

Posted on:

Location Type: Hybrid

Location: Fort Wayne • 🇺🇸 United States

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Salary

💰 $48,000 - $86,000 per year

Job Level

Mid-LevelSenior

Tech Stack

VoIP

About the role

  • Deliver regional technical support to Q-SYS customers across North America
  • Perform comprehensive diagnostics and troubleshooting for Q-SYS products, including audio, video, networking, and third-party control integrations
  • 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
  • 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

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
  • 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
  • Excellent written, verbal, presentation, interpersonal, communication and phone skills
Benefits
  • health care
  • dental coverage
  • vision plans
  • 401K benefits
  • commissions/incentive compensation

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
diagnosticstroubleshootingaudio technologiesvideo technologiesnetworkingthird-party control integrationscritical thinkingproblem-solvingaudio over IP networkingDSP technology
Soft skills
customer supportcommunicationpresentationinterpersonal skillsmentoringtrainingcall-handlingissue resolutionproject status updatesservice delivery
Certifications
Q-SYS Level I certificationQ-SYS Level II certificationCTSCTS-ICTS-D