Advanced Flex Support Engineer- Remote

Description

• Collect required data (i.e. firmware/software versions, serial numbers, logs, etc.)
• Create RMA's as needed for a customer site.
• Manage a high volume of support cases, maintain timely follow-ups, and assume end-to-end ownership per support guidelines
• Guide customers through the customized implementation process
• Contribute to Crestron's customer knowledgebase via the creation of training material, knowledgebase articles, technical documentation, and software tools
• Provide expert advice in camera and video technology
• High-level analysis of JSON and XML files
• Building and maintaining customer rapport with high-profile c-suite level customers, ensuring they understand Crestron is with them through every process step
• Troubleshoot products within the Crestron Flex product line:
• Collect and interpret system-level data for analysis

Requirements

• Experience working with cameras, microphones, Dante, and various DSPs (Biamp, Shure, QSC)
• Familiarity with audio/video production software (Wirecast, OBS, Adobe CC)
• Minimum of 3 - 5 years' prior experience providing consistent and excellent technical support in a single organization
• Must be able to travel up to 50% including overnights, as needed
• Knowledge of Unified Communication platforms (Microsoft Teams, Zoom, Webex)
• Knowledge of Crestron Toolbox, SIMPL Windows, SIMPL#
• Must be able to lift and maneuver up to 50 pounds
• Fundamental analysis of customer network architecture
• Able to effectively prioritize tasks to maximize the benefit to the organization, quickly identifying the need for escalation
• Excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies
• Mockup/recreate customer-reported issue using in-house equipment. Excellent time-management and task-prioritization skillset
• Knowledge of Exchange/O365/Active Directory
• The ability to think ”outside the box" and understand how minute data points can affect the larger picture
• Education - Bachelor's degree preferred
• Read and interpret system schematics, floorplans, etc.
• Understand customer service principles and how supporting a product from start to finish impacts a more significant revenue stream
• The ability to document the issue, steps taken, and thought process behind the path of investigation
• Network diagnosis skills (COMP TIA+ preferred)
• Familiarity with Salesforce Service Cloud (Preferred but not required)

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance