Job description
The Technical Support Engineer provides Level 1 and Level 2 support to Q-SYS’s global customers. Primary duties include wide-ranging diagnostics and troubleshooting of Q-SYS products, audio, video, networking, and third-party control integration as well as management of escalated cases and Q-SYS emergency 24/7 support. The successful candidate possesses broad knowledge and experience working with integrated and converged networked Audio, Video and Control (AV&C) products in diverse ecosystems as well as general application knowledge of Live Sound and Cinema markets and products.
Base Pay Range $45,000 - 71,000
The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans, generous time off and profit sharing.
QSC, LLC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC, LLC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS™ software-based audio, video, and control Ecosystem.
By joining the Q-SYS team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, LLC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.
This position must sit out of our Fort Wayne, Indiana or Costa Mesa, California locations.
- Customer support is delivered through call handling, email, web portal, and chat through Salesforce Case Management. This will often require TeamViewer and other similar RDP platforms to perform system diagnostics and troubleshooting.
- Technical support topics include:
- Deployment and troubleshooting of Q-SYS systems and network products
- Multicast traffic and routing concepts
- Video and video streaming applications and concepts
- Audio applications
- Control troubleshooting
- Control scripting diagnostics
- Limited analysis of network traffic
- Data security protocols, applications, and concepts
- Deliver best-in-class call-handling and call response times to Q-SYS’s premier accounts.
- Document troubleshooting and support activities in Salesforce
- On a rotational basis, provide 24/7 after-hours support, weekdays, and weekends, via telephone or online methods.
- Improve Q-SYS knowledge by developing knowledge base articles as well as training material and programs as required
- Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience
- 3+ years’ experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems
- Q-SYS Level I and Level II certification is highly desirable
- AV industry certifications in Dante, CTS, CTS-I, or CTS-D is a plus
- Good understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony
- Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) is highly desirable
- SIP/VoIP telephony experience is a plus
- Experience with Salesforce Case Management and Knowledge Base is a plus
- Excellent written and verbal, interpersonal and communication skills
- Creative, motivated, and adaptive learner
- Remains calm under pressure
- Ability to work independently with minimal supervision
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