Technical Support Engineer at Acuity in Costa Mesa, CA | USD48,000-86,000 | Kablio

Role

Description

call handling

technical support

crm management

partner management

team training

status reporting

Deliver best-in-class call-handling and call response times to Q-SYS’s key accounts, ensuring exceptional service delivery.
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).
Lead Partner management support and other programs as required.
Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.
Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.

Requirements

customer support

q‑sys

cts

salesforce

jira

bachelor's

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
AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable
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
Q-SYS Level I and Level II certification is 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
Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience
Reside within a commutable distance to Costa Mesa, CA to attend in-office days as scheduled

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Revenue $3.8b

Annual Revenue 2023

The company generates approximately $3.8 billion in annual revenue (2023).

Formed 2001

Year of Reinvention

The company was reinvented as Acuity Brands in 2001, pivoting into lighting and smart building technology.

Acquired 2015

Strategic Acquisitions

The company has made significant strategic acquisitions, including Distech in 2015.

Expansion 2021

Global Expansion

The company expanded its global presence with the acquisition of OSRAM DS in 2021.

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.

Culture + Values

We value transparency and open communication.
We strive to foster a culture of inclusion and respect.
We encourage a growth mindset and constant learning.
We prioritize customer satisfaction and focus on delivering results.
We embrace innovation and challenge the status quo.

Environment + Sustainability

2040 Target

Net Zero Goal

Committed to achieving net zero greenhouse gas emissions across operations and value chain by 2040.

Efficiency initiatives reduce energy consumption in operations.
Renewable energy sources power their operations.
Sustainability is integral to product development and design.

Inclusion & Diversity

Everyone feels valued in an inclusive culture.
Specific goals have been set to increase gender diversity within leadership roles.
Gender diversity in the workforce is tracked and reported.
Equal opportunity is promoted in hiring and career development.

Articles

About Us

Careers

Role

Description

call handling

technical support

crm management

partner management

team training

status reporting

Deliver best-in-class call-handling and call response times to Q-SYS’s key accounts, ensuring exceptional service delivery.
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).
Lead Partner management support and other programs as required.
Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.
Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.

Requirements

customer support

q‑sys

cts

salesforce

jira

bachelor's

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
AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable
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
Q-SYS Level I and Level II certification is 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
Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience
Reside within a commutable distance to Costa Mesa, CA to attend in-office days as scheduled

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Revenue $3.8b

Annual Revenue 2023

The company generates approximately $3.8 billion in annual revenue (2023).

Formed 2001

Year of Reinvention

The company was reinvented as Acuity Brands in 2001, pivoting into lighting and smart building technology.

Acquired 2015

Strategic Acquisitions

The company has made significant strategic acquisitions, including Distech in 2015.

Expansion 2021

Global Expansion

The company expanded its global presence with the acquisition of OSRAM DS in 2021.

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.

Culture + Values

We value transparency and open communication.
We strive to foster a culture of inclusion and respect.
We encourage a growth mindset and constant learning.
We prioritize customer satisfaction and focus on delivering results.
We embrace innovation and challenge the status quo.

Environment + Sustainability

2040 Target

Net Zero Goal

Committed to achieving net zero greenhouse gas emissions across operations and value chain by 2040.

Efficiency initiatives reduce energy consumption in operations.
Renewable energy sources power their operations.
Sustainability is integral to product development and design.

Inclusion & Diversity

Everyone feels valued in an inclusive culture.
Specific goals have been set to increase gender diversity within leadership roles.
Gender diversity in the workforce is tracked and reported.
Equal opportunity is promoted in hiring and career development.

Articles

About Us

Careers