Advanced Flex Support Engineer- Remote

Overview

Remote senior technical support engineer for Crestron Flex video solutions.

Key Responsibilities

• implementation
• data collection
• rma management
• knowledge base
• json analysis
• troubleshooting

Tasks

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

Requirements

• wirecast
• obs
• adobe cc
• microsoft teams
• comptia+
• bachelor's

What You Bring

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

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About Crestron Electronics

-a pioneer in the world of automation and control systems. -specializes in creating integrated solutions that bring together technology, design, and functionality. -offers sophisticated solutions for smart homes, corporate boardrooms, and other environments. -produces cutting-edge products that streamline and enhance control over audio, video, lighting, HVAC, and security systems. -known for seamless integration with hundreds of technologies, ensuring top-tier performance and scalability. -offers custom-designed systems, providing personalized experiences to clients worldwide. -undertakes notable projects such as world-class stadiums, luxury residences, large-scale commercial buildings, and high-tech theaters. -is distinguished by its commitment to innovation and exceptional customer service. -develops unique products including touchscreens, remotes, and software solutions. -is recognized as a global leader in the automation sector.

Sector Specialisms