Advanced Technical Support Group Engineer

1. About Our Client:

The organization operates in the automation and control solutions industry, serving a global market that includes Fortune 500 companies. It provides integrated technology systems for high-tech commercial buildings and residential environments, enabling control over multiple systems such as audio-visual, lighting, shading, security, building management, and HVAC. Its solutions aim to enhance comfort, convenience, and security in homes and buildings. The organization’s technology is utilized by prominent clients including Google, Microsoft, Amazon, and LinkedIn.

2. About the Opportunity:

The Advanced Technical Support Group Engineer is responsible for managing and resolving complex customer issues related to automation and control systems. This role involves providing both remote and onsite technical support, ensuring problems are effectively addressed and documented. The position plays a critical role in maintaining high service standards by reviewing project designs, diagnosing technical challenges, and managing customer communications throughout the support process. This position operates fully remotely.

3. Responsibilities:

• Handle escalated technical support cases

• Provide remote and onsite assistance to dealers and customers

• Stage dealer projects and programs to reproduce and resolve issues

• Review project designs and programming for best practice compliance

• Collect logs, packet captures, and other necessary diagnostic data

• Perform site surveys to verify installations meet industry and organizational standards

• Define and communicate resolution plans clearly to customers and manage expectations

• Identify and mitigate potential conflicts, delays, and project risks

• Coordinate with sustaining engineers and product managers to resolve concerns

### 4. Requirements:

• High School Diploma or GED required

• Bachelor’s degree in Electrical Engineering or Computer Science preferred

• 6-8 years of experience in the AV industry, including 5 years in customer support

• 3-5 years of experience with proprietary software development tools such as Simpl Windows, Simpl+, Simpl#, and D3Pro

• Ability to work independently with minimal supervision

• Capability to manage projects with evolving complexity

• Proficient in reading and interpreting system schematics and floorplans

• Proficient with Microsoft OS environments; Apple OS proficiency desirable

• Proficient with MS 365 platforms: Excel, Word, PowerPoint required; Teams preferred

• Moderate to advanced project management skills

• Strong interpersonal and communication skills with a willingness to learn new technologies

• Ability to prioritize tasks effectively

• Flexibility to work varied hours as needed

• Certified Programmer and required certifications: DMC-E and DMC-N

• Willingness to travel up to 70%

5. Pay Range and Compensation Package:

• The annual pay range for this position is $77,000 to $110,000, consisting of base salary subject to performance. Actual offers may vary based on location, qualifications, experience, and market factors.

6. Benefits & Perks:

• Medical, Dental, and Vision insurance

• Life Insurance and Short Term Disability

• 401K plan with company match

• Paid Time Off and Holidays

• On-site amenities at New Jersey headquarters and Texas facilities, including market cafes and fitness centers

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.