Advanced Video Support Engineer

Overview:

The Advanced Support Engineer is responsible for troubleshooting, diagnosing and reporting software bugs related to the audio and video in the Q-SYS ecosystem. This role focuses on resolving complex video issues involving HDMI, USB-C, DisplayPort, and network streaming technologies, ensuring seamless integration and functionality across various platforms and environments.

Base Pay Range $80,000 - $110,000

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 and generous time off.

• Provide advanced support for Q-SYS clients and systems, ensuring efficient and effective response to incidents and service requests.
• Identify, resolve, and prevent recurring issues through root cause analysis and automation, while distinguishing between hardware and software issues.
• Report and document software bugs from both field and test environments using collaborative tools like Jira.
• Communicate technical insights and customer requirements to software developers and hardware quality teams to ensure issues are understood and prioritized.
• Collaborate with cross-functional teams to drive meaningful improvements, ensuring efficient resolution and enhancement of the product.
• Reproduce customer-reported issues to facilitate accurate troubleshooting and validate fixes.
• Provide regular project status updates to management and customers, adjusting strategies as needed.
• Ensure all issues and tickets are properly addressed and recorded in Q-SYS’s CRM system (Salesforce).
• Mentor support team members, sharing expertise on Q-SYS audio and video systems.
• Provide on-site troubleshooting, system programming services, and document known issues and solutions in knowledge base articles.
• Deliver remote and on-site training to internal and external clients.
• Perform other job-related duties as assigned.

Education:

• Bachelors or advanced degree in computer science, electrical engineering or similar discipline.
• CTS, CTS-D or similar Avixa technical certification desired.

Experience:

• At least 4 years experience in-depth troubleshooting of HDMI, video streaming protocols, audio and USB
• At least 3 years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems
• At least 4 years of experience in in-depth troubleshooting of software platform applications in real-time processing environments.
• At least 2 years experience with Atlassian collaborative tools, such as Confluence and Jira

Knowledge and Skills:

• Managing multiple clients, issues, and projects simultaneously
• Excellent verbal and written communications skills
• In-depth understanding of the HDMI and USB specification
• In-depth understanding of audio principles and algorithms (AEC, Dynamics, equalizers, filters, auto mixers…)
• Understanding of networked audio protocols – AES67, Dante, Q-LAN…
• Excellent software and hardware troubleshooting skills
• Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting