Technical Support Engineer

Overview

Provide technical support for Q‑SYS AV&C products to North American customers.

Key Responsibilities

• partner management
• technical support
• crm management
• call handling
• knowledge base
• team mentoring

Tasks

-Lead Partner management support and other programs as required. -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. -Ensure thorough resolution of all issues and maintain accurate records in Q-SYS's CRM system (Salesforce). -Deliver best-in-class call-handling and call response times to Q-SYS’s key accounts, ensuring exceptional service delivery. -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. -Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.

Requirements

• q-sys
• customer support
• dante
• crestron
• salesforce
• bachelor’s

What You Bring

-Q-SYS Level I and Level II certification is highly desirable -Experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems -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 -Excellent written, verbal, presentation, interpersonal, communication and phone skills -Reside within a commutable distance to Costa Mesa, CA to attend in-office days as scheduled. -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 -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 -Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience -AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable

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About Acuity

-Generates roughly $3.8 billion in annual revenue (2023), trading publicly under ticker AYI. -Designs and manufactures luminaires, lighting controls, power supplies, skylights and integrated systems. -Typical projects span new‑build and retrofit installations in commercial offices, industrial facilities, institutional campuses, transportation infrastructure and homes. -Under brands like Lithonia, Holophane, Juno and nLight, it blends LED innovation with IoT‑enabled controls. -Stands out with its Atrius IoT platform and a unique combo of lighting, building analytics and smart controls—blurring lines between hardware and software.

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