Technical Support Engineer - Bilingual French/English

Overview:

The Technical Support Engineer delivers regional technical support to Q-SYS customers across North America. Key responsibilities include performing comprehensive diagnostics and troubleshooting for Q-SYS products, including audio, video, networking, and third-party control integrations. The role also involves managing escalated cases and providing emergency 24/7 support for Q-SYS products. The ideal candidate will have extensive experience with integrated and converged networked AV&C products in various ecosystems, along with a good understanding of live sound and cinema markets and products.

Base Pay Range $25/hr - $35/hr 
We will be accepting applications until a final candidate is identified.
 
The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans, generous time off and profit sharing.
 
QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS™ software-based audio, video and control Ecosystem.
 
By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.

• Serve as the Voice of the Customer for Q-SYS North America, offering troubleshooting and diagnostic support for Q-SYS Audio, Video, Control, and Network features, technologies, and applications. Provide assistance via phone, email, and chat.
• Deliver best-in-class call-handling and call response times to Q-SYS’s key accounts, ensuring exceptional service delivery.
• Ensure thorough resolution of all issues and maintain accurate records in Q-SYS's CRM system (Salesforce).
• Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.
• Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.
• On a rotational basis, provide 24/7 after-hours support, weekdays and weekends, via telephone or online methods.
• Escalation/Crises management
• Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
• Lead Partner management support and other programs as required.

• Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience.
• Fluent in French and English.
• Experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems.
• Must be able to utilize critical thinking and problem-solving skills based on training programs / topics provided by Q-SYS and apply the knowledge to perform support duties.
• Q-SYS Level I and Level II certifiication is highly desirable
• AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable.
• An understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony is a plus
• Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) and SIP/VoIP telephony experience is a plus.
• Experience with Salesforce Case Management, Knowledge Base and Atlassian collaborative tools, such as Confluence and Jira is a plus.
• Excellent written, verbal, presentation, interpersonal, communication and phone skills.