Technical Support Engineer

Crestron Electronics; Plano (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off and holidays

Job summary

Crestron Electronics is seeking a Technical Support Engineer in Plano, TX. The role involves providing technical support for video conferencing solutions and maintaining customer relationships. Candidates should have a Bachelor’s degree in a technology field and at least 3 years of relevant experience in AV systems. Knowledge of networking and customer communication skills are essential for success in this position. Crestron offers a competitive compensation package including medical benefits and a 401(k) plan.

Qualifications

• 3+ years of relevant industry experience.
• Experience installing and configuring technology for AV systems.
• Programming knowledge in C#, CSS, and HTML5 preferred.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Building and maintaining customer rapport.
• Perform high-level analysis of log files.

Skills

Technical support experience

Networking knowledge

Customer communication

Education

Bachelor’s degree in a technology field

Tools

Crestron Home

D3 Pro Lighting

Linux OS

Job description

At Crestron Electronics, Inc., we build the technology that integrates technology. We are proud to be the largest and most recognized brand in automation and control solutions, the premier technology partner for Fortune 500 businesses globally. Our products are integrated into new high‑tech commercial buildings and include some of the most exciting real estate worldwide. Our clients include Google, Microsoft, Amazon, LinkedIn, and many others. We are the leaders in the most exciting industry in the world.

Our automation and control solutions for homes and buildings allow our clients to control entire environments with the push of a button, integrating systems such as Audio Visual, Lighting, Shading, Security, Building Management Systems, and HVAC to provide greater comfort, convenience and security.

Technical Support Engineer – Location: TX

The Technical Support Engineer is the primary level of support, possessing advanced knowledge and understanding of all Crestron platforms and the video conferencing solutions running on those platforms. The primary responsibility is to provide technical support to Crestron customers via phone, email, and chat, and apply their knowledge to resolve issues or investigate further and collect specific information to work toward resolution or escalation.

Responsibilities

• Building and maintaining customer rapport, ensuring they understand Crestron is with them through every step of the process.
• Determine specifics for the reported problem, including but not limited to:
• Clear description and scope of the reported problem.
• Current hardware/firmware/software configurations of impacted systems.
• Deployment environment (other Crestron or 3rd party equipment in the installation).
• Review published documentation with customers, including both Crestron and conferencing service provider documentation, where applicable.
• Ability to perform high‑level analysis of log files.
• Basic analysis of customer network for case documentation.
• Create RMAs as needed on a case‑by‑case basis.
• Assist in supporting Crestron’s knowledge base by creating knowledge base articles, using supportive documentation, and/or software tools.
• Other duties or responsibilities as required.

Requirements

• Bachelor’s degree in a technology field or 3+ years of relevant industry experience.
• 3+ years installing, configuring, and/or supporting technology for Commercial, Residential, AV.
• Knowledge of networking (Multicast, Dante, AES67) and diagnostics.
• Experience with Crestron Home, D3 Pro Lightning, and residential installation.
• Familiar with Linux OS.
• Programming knowledge in C#, CSS, and HTML5 is preferred but not required.
• Knowledge of commercial / residential audio video technologies and applications.
• Ability to read and interpret system schematics, floor plans, etc.
• Collect and interpret system‑level data for analysis.
• Clear documentation of the issue, steps taken and the thought process behind the path of investigation.
• Ability to clearly and professionally communicate technical information to varying audiences.
• Ability to think “outside the box” and understand how minute data points can affect the larger picture.
• Ability to troubleshoot/create demo programs written in native Crestron platforms.{?}
• Knowledge of Exchange/O365/Active Directory.
• Must be able to lift and maneuver up to 50 pounds.
• 10% overnight travel.

Compensation & Benefits

Crestron Electronics offers a competitive total compensation package including medical, dental, vision, life insurance, short‑term disability, 401(k) with company match, paid time off, holidays, on‑site amenities at the NJ headquarters & TX facilities, market cafes and fitness centers.

Employment

Crestron Electronics is an equal opportunity employer. No solicitation. Any agency submission to any employee of Crestron Electronics, Inc. by any method of communication will be deemed the sole property of Crestron Electronics Inc.