Technical Support Engineer

Company Info
CA, United States

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Company Profile


Technical Support Engineer


Costa Mesa, CA 


Base, bonus, health insurance, 401k

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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.
  • 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