Technical Support Senior Specialist

Job Summary

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. QSC Technical Support Engineer delivers regional technical support to Q‑SYS customers across North America. Key responsibilities include performing comprehensive diagnostics and troubleshooting for Q‑SYS products, including audio, video, networking, and third‑party control integrations. The role also involves managing escalated cases.

• Serve as the Voice of the Customer for Q‑SYS North America, offering troubleshooting and diagnostic support via phone and email.
• Deliver best‑in‑class call handling and response times to Q‑SYS’s key accounts.
• Ensure thorough resolution of all issues and maintain accurate records in Q‑SYS’s CRM system (Salesforce).
• Provide regular project status updates to management and customers.
• Improve Q‑SYS knowledge by developing Knowledgebase articles and training material.
• Escalation and crisis management.
• Provide informal technical/functional direction to team members, including training and mentoring new hires.
• Lead Partner management support and other programs as required.

• Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience.
• 3 to 10 years’ experience in Customer Support or Technical Support – preferably in the AV&C Integration industry.
• Q‑SYS Level I and Level II certification.
• Q‑SYS Controls 101, Control 201, Video 101 and Quantum certification highly desirable.
• AV industry certifications in Dante, CTS, CTS‑I, or CTS‑D highly desirable.
• Deep understanding of computer technologies, audio over IP networking, and DSP technology.
• 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 tools (Confluence, Jira) is a plus.
• Excellent written, verbal, presentation, interpersonal, communication and phone skills.

The range for this position is $55,300.00 to $99,500.00. Placement within this range may vary depending on experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role.

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need accommodation, you may contact us at (770) 922‑9000, select option
4. Please clearly indicate what type of accommodation you are requesting and for what requisition.

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