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Crestron logo
Crestron

Crestron is an electronics manufacturer specializing in the automated control of advanced media systems. It was founded in 1971 by George Feldstein, an entrepreneur, and engineer.

Advanced Flex Support Engineer

EngineerEngineerFull TimeRemoteMid LevelTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

71 days ago

Salary

$77K - $110K / year

Seniority

Mid Level

Job Description

Advanced Flex Support Engineer

Crestron

Role Description The Advanced Flex Support Engineer is the highest-tier support specialist with expert-level knowledge and understanding of the Crestron Intelligent Video platform and associated products. The primary responsibility is to guide customers through a customized implementation process, act as the primary technical contact throughout the deployment, attain and document a clear description of problems reported, and apply knowledge to resolve issues or investigate further. - Advise customers on camera placement, proper wiring, microphone configuration, control programming, etc. - Document key details of each project and assist customers in setting up products in real time. - Provide technical support primarily remotely, with onsite support offered as well. - Extend knowledge to the Crestron Flex platform and any video conferencing solutions running on that platform. This is a remote position with a work schedule of 8:45 am-5:30 pm. Responsibilities - Build and maintain customer rapport with high-profile c-suite level customers. - Manage a high volume of support cases, maintain timely follow-ups, and assume end-to-end ownership per support guidelines. - Troubleshoot products within the Crestron Flex product line: - Provide a clear description of the reported problem. - Collect required data (i.e., firmware/software versions, serial numbers, logs, etc.). - Mockup/recreate customer-reported issues using in-house equipment. - Conduct high-level analysis of JSON and XML files. - Perform fundamental analysis of customer network architecture. - Create RMAs as needed for a customer site. - Contribute to Crestron's customer knowledgebase via the creation of training material, knowledgebase articles, technical documentation, and software tools. - Guide customers through the customized implementation process. - Provide expert advice in camera and video technology. - On-call support as required. - Other duties or responsibilities as required. Requirements - Must be able to travel up to 50% including overnights, as needed. - Minimum of 3 years' prior experience providing consistent and excellent technical support in a single organization. - Understand customer service principles and how supporting a product from start to finish impacts a more significant revenue stream. - Able to effectively prioritize tasks to maximize the benefit to the organization. - Excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies. - Education - Bachelor's degree preferred. - Must be able to lift and maneuver up to 50 pounds. Technical Requirements - Knowledge of Unified Communication platforms (Microsoft Teams, Zoom, Webex). - Knowledge of Exchange/O365/Active Directory. - Knowledge of Crestron Toolbox, SIMPL Windows, SIMPL#. - Network diagnosis skills (COMP TIA+ preferred). - Read and interpret system schematics, floorplans, etc. - Collect and interpret system-level data for analysis. - The ability to document the issue, steps taken, and thought process behind the path of investigation. - The ability to think “outside the box" and understand how minute data points can affect the larger picture. - Experience working with cameras, microphones, Dante, and various DSPs (Biamp, Shure, QSC). - Familiarity with audio/video production software (Wirecast, OBS, Adobe CC). - Familiarity with Salesforce Service Cloud (Preferred but not required). Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability. - 401K with company match. - Paid Time Off, Holidays. - On-site Amenities at NJ Headquarters & TX Facilities. - Crestron Market Cafes and Fitness Centers.

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