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# Technical Support Specialist II

- **Company:** Acuity Brands
- **Location:** Costa Mesa, CA, United States
- **Experience:** Experienced
- **Salary:** $54,300.0 - $97,700.0
- **Contract:** Permanent contract
- **Skills:** Confluence, JIRA, VoIP, Collaborative Software, Internet Protocol, Salesforce.Com, Computer Network Technologies, Atlassian Tools, Cts+
- **Published:** October 23, 2026
- **Apply:** https://careers.acuitybrands.com/talentcommunity/apply/1442989900/?locale=en_US

## About the Role

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.

## Description

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.