Senior Technical Support Specialist

Senior Technical Support Specialist –
QSC

Join us as a Senior Technical Support Specialist at QSC, a leading provider of audio, video, and control solutions. You will deliver regional technical support to Q‑SYS customers across North America, performing diagnostics on audio, video, networking, and third‑party control integrations.

The role involves managing escalated cases, providing documented solutions, and collaborating with cross‑functional teams to improve product knowledge.

The 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. The ideal candidate will have extensive experience with integrated and converged networked AV&C products in various ecosystems, along with a good understanding of live sound.

• 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 and email.
• Deliver best‑in‑class call‑handling and call response times to Q‑SYS’s key accounts, ensuring exceptional service delivery.
• 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, effectively communicating progress and issue resolution as required.
• Improve Q‑SYS knowledge by developing Knowledgebase articles as well as training material as required.
• Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
• 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 customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems.
• Q‑SYS Level I and Level II certified.
• Q‑SYS Controls 101, Control 201, Video 101 and Quantum certification are highly desirable.
• AV industry certifications in Dante, CTS, CTS‑I, or CTS‑D are highly desirable.
• Deep 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.) 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.
• Excellent written, verbal, presentation, interpersonal, communication and phone skills.

• Seniority level:
  Associate
• Employment type:
  
  Full‑time
• Job function:
  Customer Service
• Industry: Audio and Video Equipment Manufacturing
• Location:
  
  Fort Wayne, IN
• Salary range: $55,300.00 to $99,500.00 (may vary with experience and location)

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Paid paternity leave
• Tuition assistance
• 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 regards 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…