Technical Support Specialist II

The Technical Support Specialist II delivers regional technical support to Q-SYS customers across North America and Canada. Key responsibilities include performing comprehensive diagnostics and troubleshooting for Q-SYS products, including audio, video, networking, and third-party control integrations. 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.

Key Tasks & Responsibilities (Essential Functions)

-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.

-Escalation/Crises management

-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 5 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, interpersonal, communication and phone skills.

The range for this position is $54,300.00 to $97,700.00 USD. Placement within this range may vary, depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role. For a list of our benefits, click here.

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives., We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com., QSC. is owned by Acuity Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America.