Systems Application Engineer

Costa Mesa, California
  • Job Type
  • Job Status
    Full Time

The Systems Application Engineer will provide technical support on systems applications to our channel partners, consultants, and end-users within the Systems and Cinema communities. This position requires broad and comprehensive experience working with integrated networked products in an eco- system.

Duties and Responsibilities:
* Deliver an exceptional customer experience to support QSC's strong brand presence
* Provide Level 2 application support for QSC networked products
* Fully document customer issues by Cases in SFDC for tracking and escalation
* Handle support cases, including troubleshooting of complex audio, video, control, and Ethernet networking problems
* Deliver troubleshooting and advanced system diagnostics of network systems and Q-SYS products. Technical support topics include, but are not limited to the below:
- Acoustic Echo Cancellation (AEC) signal flow and gain structure
- Support of licensed products
- Gain structure basic setup and diagnostics
- Support of Q-SYS networking best-practice and troubleshooting
- Deliver audio, video, and Q-SYS Control support
* Provide Q-SYS 24/7 after-hour call support on a scheduled rotational basis
* Deliver call-handling best-practices in a contact-center environment
* Recommend documentation and FAQ's to increase customer self-service adoptionServe as a technical resource to other functional groups and individuals to improve product quality and user experience.Provide suggestions to Product Development as a thought-partner to ensure QSC products are easy to diagnose and support when in-use.
* Develop customer-facing and internal documentation on best practices, trouble-shooting flow charts, training materials and FAQs to ensure a consistent customer experience.
* Evaluate, identify and replicate software and firmware 'bugs'. Follow QSC SW escalation process, work in collaboration with advanced support team to prioritize issues and reach desirable outcome to ensure a positive customer experience.
* Work professionally with all levels of employees and interface with external AV & IT professionals, distributors, and dealers to deliver a positive business outcome.
* Assist customers with troubleshooting designs remotely via screen sharing software.
* Communicate with Engineering, Applications Engineering, Marketing, Product Development, Technical Services and Quality Assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.

Education and Experience:
* Bachelors of Science degree in a technical/engineering discipline, or equivalent experience.
* Minimum 3 years' experience in the AV Integration industry with emphasis in Corporate AV.
* IT industry networking certifications such as CCNA or CCDA, or a minimum of 3-year work experience delivering advanced support in Ethernet technologies and concepts.
* Experience with troubleshooting Corporate network security configurations and protocols
* Must be fluent with computer technologies, video technologies, audio over IP networking and DSP technology, with emphasis in Gain Structure, AEC and Telephony.
* Experience with Unified Communications systems (Cisco, Avaya, Polycom) and SIP integration to common VoIP systems is required.
* Experience with third party control integration (AMX, Crestron, etc).
* Experience with LUA or JSON scripting (or similar) or other programming languages.

Salary: health insurance, profit sharing, fitness class


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Systems Application Engineer

Costa Mesa, California

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