Intelligent AV Support Engineer

As an Intelligent AV Support Engineer, you will play a key role in troubleshooting, diagnosing, and reporting software issues related to the intelligent AV systems, including VisionSuite, ACPR, and other AI-powered technologies within the Q-SYS ecosystem. You will work closely with our software development team to define and test customer-reported issues, ensuring that software fixes are accurately implemented. In this dynamic role, you'll help support the continuous evolution of the Q-SYS ecosystem, which spans a diverse range of audio and video products-from compact embedded devices to desktop systems and expansive cloud environments. You'll collaborate with the development team to efficiently identify, isolate, and resolve audio and video issues, ensuring the seamless operation of these cutting-edge technologies.

Base Pay Range 80k-105k

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.

Advanced support of Q-SYS clients and systems, provide efficient and effective response and resolution to a variety of incidents and service requests, identify and solve critical problems and prevent them from reoccurring via root cause analysis and automation, diagnosing and differentiating hardware issues from software issues
• Report ongoing software bugs from the field and test environments via collaborative software reporting tools (Jira), communicate the technical support team and customer requirements effectively with software developers and hardware quality to help prioritize changes that add value to our business
• Provide project status updates for management, internal stakeholders (e.g. sales), and customers, communicate progress on issues and makes modifications as needed. Ensure that all issues/tickets are addressed properly and all records are maintained in Q-SYS's CRM system (SalesForce), bug reports (Jira), and knowledge base (Helpjuice)
• Mentor other members of the support team organization and share information on Q-SYS intelligent audio and video related topics, provide onsite troubleshooting and programming system services, , documentation of known issues and appropriate workarounds and/or fixes in knowledge base articles, remote and on-site training to internal and external clients, perform other job-related duties as assigned
• Provide on-site support to clients and end-users, focusing on troubleshooting and diagnosing technical issues. Ensure client systems are updated and optimized to meet the operational requirements outlined in the scope of work

• Bachelors or advanced degree in computer science, electrical engineering or similar discipline
• CTS, CTS-D or similar Avixa technical certification desire
• At least 5 years experience in-depth troubleshooting of PTZ Cameras, video graphics servers, video and audio streaming protocols, USB, AV automation, and AV related AI
• At least 3 years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems
• At least 2 years experience with Atlassian collaborative tools, such as Confluence and Jira
• In-depth understanding of realtime audio and video processing on realtime Linux platform
• In-depth understanding of audio and video principles and algorithms
• Understanding of networked audio and video protocols - AES67, Dante, Q-LAN, RTSP, etc.
• Excellent software and hardware troubleshooting skills
• Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting