Advanced Systems Support Engineer

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CA, United States

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Advanced Systems Support Engineer


Remote, CA, OR 

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Job Description:

Job Description:
Advanced Systems Support Engineer – troubleshooting, diagnosing and reporting software bugs related to the real-time linux OS which is the basis for the Q-SYS ecosystem. Defines and tests customer reported issues and confirms software fixes from the dev team. The support engineer is responsible for developing and maintaining support for a growing Q-SYS ecosystem which will run on a variety of platforms and architectures from smaller embedded devices to standard desktop systems and larger cloud environments. Work closely with the development team to identify, report and isolate Q-SYS issues as efficiently as possible.

QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC 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 QSC 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, 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.

Advanced support of Q-SYS clients and systems, provide efficient and effective response and resolution to a variety of incidents and service requests, identify and s olve critical problems and prevent them from reoccurring via root cause analysis and automation, diagnosing and differeintiating hardware issues from software issues

Report ongoing software bugs from the field and test environments via collaborative software reporting tools (Jira), communicate the technical support team and customer requirements effectively with software developers and hardware quality to help prioritize changes that add value to our business

Provide project status updates for management and customers, communicate progress on issues and makes modifications as needed. Ensure that all issues/tickets are addressed properly and all records are maintained in Q-SYS’s CRM system (SalesForce)

Mentor other members of the support team organization and share information on Q-SYS software and hardware related topics, provide onsite troubleshooting and programming system services, , documentation of known issues and appriopriate work arounds and/or fixes in knowledge base articles, remote and on-site training to internal and external clients, perform other job-related duties as assigned

· Bachelors or advanced degree in computer science, electrical engineering or similar discipline.

· CTS, CTS-D or similar Avixa technical certification desired.
· Minimum 5 years experience in-depth troubleshooting of Q-SYS or similar Linux-based systems.

· Minimum 2 years experience with Atlassian collaborative tools, such as Confluence and Jira

· Excellent verbal and written communications skills

· In-depth understanding of the Linux OS, Linux kernel, and Q-SYS as product

· Excellent troubleshooting skills

· Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting

· Knowledge of C programming language

· Familiarity of real-time low latency systems