QSC
Technical Support Engineer, Pro Audio
QSC, Costa Mesa, California, United States, 92626
Technical Support Engineer, Pro Audio
Job ID:
2024-4436Job Locations:
US-IN-Fort Wayne | US-CA-Costa MesaCategory:
Tech SupportType:
Regular Full-TimeOverview
The Technical Support Engineer provides Level 1 and Level 2 support to QSC's global customers. Primary duties include wide-ranging diagnostics and troubleshooting of QSC products, including powered and passive speaker systems, amplifiers, and mixers. The successful candidate possesses broad knowledge and experience working with current QSC and competing products in diverse ecosystems that include smaller active speaker systems to larger-scale speaker and amplifier deployments in a portable application or fixed installation.Base Pay Range:
62,000 - 80,000. 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, 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.Responsibilities
* Provide Level 2 customer support delivered through call handling, email, web portal, and chat through Salesforce Case Management. Receive escalated phone support and web cases for deeper-dive troubleshooting or application-related questions. This may require TeamViewer and other similar RDP platforms to perform system diagnostics and troubleshooting.* Deliver best-in-class call-handling and call response times.* Document troubleshooting and support activities in Salesforce.* Technical support topics include:General audio routingCabling best practicesPowered loudspeaker diagnosticsPassive loudspeaker power calculations and diagnosticsAmplifier power calculations and diagnosticsMixer diagnosticsLine Array & PA configurationsGeneral understanding of network audioMixing and recording best practices* Live sound product SME for global support.* Produce written product support content for training regional call center support agents.* Conduct virtual training sessions with regional call center support agents.* Provide real-time chat regarding product support for regional call center support agents.* Assist in coordinating service strategies for customers that require hardware repair.Qualifications
* Bachelor's or Diploma in a technical/engineering discipline, or equivalent experience.* 1 to 3 years' experience in Customer Support, Sales Support, or Technical Support - preferably customer-facing roles in the Pro Audio industry.* Must be able to utilize critical thinking and problem-solving skills based on training programs/topics provided by QSC and apply the knowledge to perform support duties.* Remains calm under pressure.* AV industry certifications in Dante, SynAudCon, or Avixia is a plus.* Product certifications from QSC or other equivalent manufacturers.* Good understanding of computer technologies, digital recording, audio over IP networking (Dante), DSP technology, including Gain Structure, audio clocking, dynamic processing, and other related items.* Basic understanding of electronics (Ohm's Law / Faraday's Law).* Basic understanding of inverse-square law.* Experience with Salesforce Case Management and Knowledge Base is a plus.* Bilingual (English / Spanish) is a plus.
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Job ID:
2024-4436Job Locations:
US-IN-Fort Wayne | US-CA-Costa MesaCategory:
Tech SupportType:
Regular Full-TimeOverview
The Technical Support Engineer provides Level 1 and Level 2 support to QSC's global customers. Primary duties include wide-ranging diagnostics and troubleshooting of QSC products, including powered and passive speaker systems, amplifiers, and mixers. The successful candidate possesses broad knowledge and experience working with current QSC and competing products in diverse ecosystems that include smaller active speaker systems to larger-scale speaker and amplifier deployments in a portable application or fixed installation.Base Pay Range:
62,000 - 80,000. 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, 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.Responsibilities
* Provide Level 2 customer support delivered through call handling, email, web portal, and chat through Salesforce Case Management. Receive escalated phone support and web cases for deeper-dive troubleshooting or application-related questions. This may require TeamViewer and other similar RDP platforms to perform system diagnostics and troubleshooting.* Deliver best-in-class call-handling and call response times.* Document troubleshooting and support activities in Salesforce.* Technical support topics include:General audio routingCabling best practicesPowered loudspeaker diagnosticsPassive loudspeaker power calculations and diagnosticsAmplifier power calculations and diagnosticsMixer diagnosticsLine Array & PA configurationsGeneral understanding of network audioMixing and recording best practices* Live sound product SME for global support.* Produce written product support content for training regional call center support agents.* Conduct virtual training sessions with regional call center support agents.* Provide real-time chat regarding product support for regional call center support agents.* Assist in coordinating service strategies for customers that require hardware repair.Qualifications
* Bachelor's or Diploma in a technical/engineering discipline, or equivalent experience.* 1 to 3 years' experience in Customer Support, Sales Support, or Technical Support - preferably customer-facing roles in the Pro Audio industry.* Must be able to utilize critical thinking and problem-solving skills based on training programs/topics provided by QSC and apply the knowledge to perform support duties.* Remains calm under pressure.* AV industry certifications in Dante, SynAudCon, or Avixia is a plus.* Product certifications from QSC or other equivalent manufacturers.* Good understanding of computer technologies, digital recording, audio over IP networking (Dante), DSP technology, including Gain Structure, audio clocking, dynamic processing, and other related items.* Basic understanding of electronics (Ohm's Law / Faraday's Law).* Basic understanding of inverse-square law.* Experience with Salesforce Case Management and Knowledge Base is a plus.* Bilingual (English / Spanish) is a plus.
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