Technical Support Engineer-Commercial

Title: Technical Support Engineer-Commercial

Location: Plano, TX United States

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, and the premier technology partner for fortune 500 businesses globally. Our products' are integrated into new high-tech commercial buildings' to include some of the most exciting real estate throughout the world. 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.

The Technical Support Engineer is the primary level of support with advanced knowledge and understanding of all Crestron platforms and the video conferencing solutions running on that platform. The primary responsibility of the Application 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.

This position is for 3rd Shift: 10am - 7pm 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 customer, including both Crestron and conferencing service provider documentation where applicable.
• High level analysis of log files.
• Basic analysis of customer network.
• Create RMAs as needed for customer site.
• Assist in supporting Crestron customer knowledgebase by the creation of knowledgebase articles, supportive documentation, and/or software tools.
• Other duties or responsibilities as required.

Requirements:

• Bachelor's degree in technology field or 3+ years of relevant industry experience.
• 3+ years installing, configuring, and/or supporting technology.
• Knowledge of Networking (Multicast, Dante, AES67) and Diagnostics.
• Knowledge of Exchange/O365/Active Directory.
• Familiar with Linux OS.
• Programming knowledge in C#, CSS, HTML5 preferred but not required
• Knowledge of Commercial / Residential Audio/Video technologies and applications.
• Read and interpret system schematics, floorplans, 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 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.
• Must be able to lift and maneuver up to 50 pounds.
• 10% with overnight travel
• 100% Remote considered with appropriate experience and skillset

Crestron Electronics offers a 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.

At Crestron Electronics, Diversity, Equity, and Inclusion drive innovation. Crestron's success hinges on continuing to build a workforce of unique individuals whose passion inspires us to create and revolutionize industry-leading products and services. There will always be more to accomplish, and at Crestron, we believe the best way forward is together.

EOE/M/F/D/V

• No Solicitation* Any agency submittal to any employee of Crestron Electronics, Inc by any method of communication will be deemed the sole property of Crestron Electronics Inc.

Other details

• Job Family Sales Support
• Job Function Technical Support
• Pay Type Hourly
• Employment Indicator Regular