Advanced Flex Support Engineer- Remote

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 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 of the Advanced Flex Support Engineer 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 via incoming support phone calls or online ticket submissions, and apply their knowledge to resolve the issue or investigate further and collect specific information. This role also advises customers on camera placement, proper wiring, microphone configuration, control programming, etc. to ensure that the product is deployed correctly and efficiently. As part of the process, you will document the key details of each project and assist customers in setting up the products in real time. All technical support is primarily supplied remotely, although onsite support is offered as well. ​As part of the Unified Communications support team, your knowledge will extend 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 • Building and maintaining customer rapport with high-profile c-suite level customers, ensuring they understand Crestron is with them through every process step • 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: • A clear description of the reported problem • Collect required data (i.e. firmware/software versions, serial numbers, logs, etc.) • Mockup/recreate customer-reported issue using in-house equipment. Excellent time-management and task-prioritization skillset • High-level analysis of JSON and XML files • Fundamental analysis of customer network architecture • Create RMA's 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 GENERAL REQUIREMENTS • Must be able to travel up to 50% including overnights, as needed • Minimum of 3 - 5 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, quickly identifying the need for escalation • 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) 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. Apply tot his job