Advanced Technical Support Group Engineer- Remote

The ATSG Engineer manages the resolution of customer issues either remotely or, when necessary, onsite by applying their advanced technical knowledge and expertise in addition to resources available to them. They must resolve support cases that have been assigned to them, carefully documenting the steps taken to enhance the company support database and managing all communications and follow-up related to the case.

This is a 100% remote opportunity

Responsibilities:

Handle escalated Technical Support cases

Provide remote assistance and on-site support to Crestron’s dealers and customers while working to resolve technical issues that cannot be efficiently resolved through typical phone support channels​

Stage dealer projects and programs in the process of reproducing and resolving the reported issues​

Review project designs and programming to ensure they conform to best practices​

Gather logs, packet captures, and any other data necessary to effectively

Perform site surveys to verify installations meet industry and Crestron standards​

Clearly define and communicate how the customers concerns will be addressed and effectively manage expectations

Proactively identify potential conflicts and delays, and work to manage and mitigate project risks

Liaison with sustaining engineers and product managers as required to resolve customer concerns

Qualifications:

H.S. Diploma or General Education Degree (GED) required

Bachelors in EE or CS degree preferred

6-8 years working in the AV industry and 5 years of experience in Customer Support

3-5 years experience with Crestron's proprietary software development tools, including Simpl Windows, Simpl+, Simpl#, and D3Pro

Works under minimal supervision with wide latitude for independent judgement

Ability to undertake assigned projects with baseline information for completion and evolve project complexity with minimal supervision

Ability to read and interpret system schematics, floorplans, etc.

Proficient in Microsoft OS environments

Proficient in Apple OS and applications desirable

Proficient in MS 365 platforms: Excel, Word, PowerPoint required, Teams preferred

Moderate / Advanced project management skills

Must possess excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies

Able to effectively prioritize tasks to maximize benefit to the organization

Able to work flexible hours as required by the client

Crestron Certified Programmer required

Crestron DMC-E Certified required

Crestron DMC-N Required

70 % travel

Per applicable state requirements, the annual pay range for this position ($77,000 - $110,000) which consists of base salary (subject to performance), reflects the hiring range for candidates. Also note, an individual’s offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.