Technical Support Engineer, Pro Audio Job at QSC in Fort Wayne

Overview:

The Technical Support Engineer provides Level 1 and Level 2 support to QSCs 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.

Q-SYS is a cloud-manageable audio, video and control (AV&C) Platform built around a modern, standards-based IT architecture. With established solutions across Corporate, Education, Hospitality, Venues & Events, Cinema, Government, Healthcare, and Transportation, Q-SYS redefines what is possible for live and virtual experiences by uniting hardware and software partners, developers, and creators.

QSC Pro Audio delivers high-performance loudspeakers, digital mixers, power amplifiers, software and accessories. Our innovative products and solutions, supported with free training & education and unparalleled customer service, set the stage for creators, performers, and entertainment providers to confidently deliver impactful experiences for their audiences.

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:
o General audio routing
o Cabling best practices
o Powered loudspeaker diagnostics
o Passive loudspeaker power calculations and diagnostics
o Amplifier power calculations and diagnostics
o Mixer diagnostics
o Line Array & PA configurations.
o General understanding of network audio.
o Mixing 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:

Bachelors 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 (Ohms Law / Faradays Law).
Basic understanding of inverse-square law.
Experience with Salesforce Case Management and Knowledge Base is a plus.
Bilingual (English / Spanish) is a plus.