Intelligent Spaces Group
System Support Control Engineer (Remote)
Intelligent Spaces Group, Atlanta, Georgia, United States, 30383
Job Summary
The Systems Control Engineer will support the Q-SYS product line, with a focus on installations involving complex control elements. Acting as the control expert within the AET group, this individual will handle escalated support cases directly and provide guidance to integrators and internal staff on control methodologies and best practices. The role also includes developing customer documentation that outlines practical deployment strategies and troubleshooting methods. The Systems Control Engineer serves as the subject matter expert in Lua scripting and programming, providing advanced knowledge in control systems integration and custom scripting solutions.
As the Q-SYS control platform continues to evolve, the Systems Control Engineer will take on responsibility for quality assurance and serve as the gatekeeper for all control-related products, ensuring their correct use and application within Q-SYS. This person will maintain a close working relationship with the Software Development group to manage outstanding field reports and track known software bugs, contributing to the ongoing improvement of product reliability and support processes.
Key Tasks & Responsibilities (Essential Functions)
QSYS subject matter expert assisting and understanding, troubleshooting, applying best practices, and deployment of systems related to TSC and LUA control elements.
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. Troubleshoot and optimize Lua scripts to enhance system reliability and performance.
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 make 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).
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.
Skills and Minimum Experience Required
Bachelor's or advanced degree in computer science, electrical engineering or similar discipline.
5+ years in the audiovisual and/or IT industries in customer facing roles.
3+ years experience in scripting or programming language.
3+ years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems.
2+ years experience with Atlassian collaborative tools, such as Confluence and Jira.
Excellent verbal and written communications skills.
Advanced Crestron, Extron or AMX programming certification required.
Knowledge of at least one scripting or programming language (LUA a plus).
Knowledge of contact/relay/logic controls, serial data types and Ethernet control transports.
Knowledge of Ethernet networking, AEC, VoIP and POTS telephony a plus.
Strong troubleshooting and problem-solving skills.
Ability to work independently and as part of a team.
Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting.
Compensation & Benefits The range for this position is 66,500.00 to 119,000.00. Placement within this range may vary, depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role. For a list of our benefits, click here.
Equal Opportunity & Accommodation We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.
Location & Job Segment Nearest Major Market: Atlanta Job Segment: Cloud, Information Systems, Technical Support, Controls Engineer, Testing, Technology, Engineering
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As the Q-SYS control platform continues to evolve, the Systems Control Engineer will take on responsibility for quality assurance and serve as the gatekeeper for all control-related products, ensuring their correct use and application within Q-SYS. This person will maintain a close working relationship with the Software Development group to manage outstanding field reports and track known software bugs, contributing to the ongoing improvement of product reliability and support processes.
Key Tasks & Responsibilities (Essential Functions)
QSYS subject matter expert assisting and understanding, troubleshooting, applying best practices, and deployment of systems related to TSC and LUA control elements.
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. Troubleshoot and optimize Lua scripts to enhance system reliability and performance.
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 make 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).
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.
Skills and Minimum Experience Required
Bachelor's or advanced degree in computer science, electrical engineering or similar discipline.
5+ years in the audiovisual and/or IT industries in customer facing roles.
3+ years experience in scripting or programming language.
3+ years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems.
2+ years experience with Atlassian collaborative tools, such as Confluence and Jira.
Excellent verbal and written communications skills.
Advanced Crestron, Extron or AMX programming certification required.
Knowledge of at least one scripting or programming language (LUA a plus).
Knowledge of contact/relay/logic controls, serial data types and Ethernet control transports.
Knowledge of Ethernet networking, AEC, VoIP and POTS telephony a plus.
Strong troubleshooting and problem-solving skills.
Ability to work independently and as part of a team.
Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting.
Compensation & Benefits The range for this position is 66,500.00 to 119,000.00. Placement within this range may vary, depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role. For a list of our benefits, click here.
Equal Opportunity & Accommodation We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.
Location & Job Segment Nearest Major Market: Atlanta Job Segment: Cloud, Information Systems, Technical Support, Controls Engineer, Testing, Technology, Engineering
#J-18808-Ljbffr