Technical Support Engineer

Crestron Electronics, Inc.; Plano (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Job summary

Crestron Electronics, Inc. in Plano, TX seeks a Technical Support Engineer to provide advanced technical support across Crestron platforms and video conferencing solutions, via phone, email, and chat, resolving issues or guiding customers toward resolution.

The role requires strong networking knowledge, Linux familiarity, and ability to document cases clearly. The position is 3rd shift, 9 am–6 pm CST, with occasional travel and lifting up to 50 pounds.

Qualifications

• Bachelor’s degree in technology or 3+ years of relevant industry experience.
• Experience installing, configuring, and/or supporting technology for Commercial, Residential, AV.
• Knowledge of Networking (Multicast, Dante, AES67) and Diagnostics.
• Familiar with Crestron Home, D3 Pro Lightning, and Residential Installation.
• Ability to read and interpret system schematics, floor plans, etc.

Responsibilities

• Build and maintain customer rapport, ensuring Crestron is with them through every step.
• Determine specifics for reported problems including scope, configurations, and environment.
• Review published documentation with customers and service providers.
• Perform high-level analysis of log files.
• Document issues clearly and collect data for escalation.
• Create RMAs as needed on a case-by-case basis.
• Contribute to knowledge base with articles and tooling.
• Other duties as required.

Skills

Networking

Dante

AES67

Linux

C#

CSS

HTML5

Office 365

Active Directory

Documentation

Schematic reading

Communication

Troubleshooting

Education

Bachelor’s degree in technology

3+ years experience

Job description

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 of the Engineer is to provide technical support to Crestron customers via phone, email, and chat, and apply their knowledge to resolve the issue or investigate further and collect specific information to work toward resolution or escalation.

TX - This position is for 3rd Shift: 9 am – 6 pm CST

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.
• 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.
• The ability to clearly document the issue, steps taken and thought process behind the path of investigation.
• Able to clearly and professionally communicate technical information to varying audiences.
• The 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 liftand maneuver up to 50 pounds.
• 10% with overnighttravel