Advanced Technical Support Group Engineer

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Manage escalated Technical Support cases.

• Offer remote assistance and on-site support to Crestron’s dealers and customers while addressing technical issues that cannot be efficiently resolved through standard phone support channels.

• Stage dealer projects and programs while reproducing and resolving the reported issues.

• Review project designs and programming to ensure adherence to best practices.

• Collect logs, packet captures, and any other relevant data necessary for effective problem-solving.

• Conduct site surveys to confirm that installations meet industry and Crestron standards.

• Clearly articulate and communicate how customer concerns will be addressed, effectively managing expectations.

• Proactively identify potential conflicts and delays, working to manage and mitigate project risks.

• Act as a liaison with sustaining engineers and product managers as needed to resolve customer issues.

⛳️ Requirements

• High School Diploma or General Education Degree (GED) is required.

• Bachelor's degree in Electrical Engineering (EE) or Computer Science (CS) is preferred.

• 6-8 years of experience in the AV industry and at least 5 years in Customer Support.

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

• Ability to work with minimal supervision while exercising independent judgment.

• Capable of managing assigned projects with baseline information for completion and adapting project complexity with little oversight.

• Proficient in reading and interpreting system schematics, floor plans, etc.

• Competent in Microsoft OS environments.

• Familiarity with Apple OS and applications is desirable.

• Proficient in MS 365 platforms: Excel, Word, and PowerPoint are required; Teams is preferred.

• Moderate to advanced project management skills.

• Must have excellent interpersonal, written, and verbal communication skills, with an aptitude for learning new technologies.

• Ability to effectively prioritize tasks to maximize organizational benefits.

• Willingness to work flexible hours as required by client needs.

• Crestron Certified Programmer is required.

• Crestron DMC-E Certification is required.

• Crestron DMC-N Certification is required.

• 70% travel is expected.

🏝️ Benefits

• Comprehensive health benefits.

• Competitive salary packages.

• Opportunities for professional development and training.

• Collaborative and innovative work environment.