Work location:
- This position may be based anywhere in the United States and includes travel as part of the responsibilities.
Job SummaryUC&C Support Engineer - The UC&C Subject Matter Expert serves as the primary technical authority for Unified Communications & Collaboration solutions, with a specialized focus on RoomSuite Simplified Collaboration Spaces and related collaboration technologies. This role provides advanced product support, troubleshooting expertise, operational readiness, and technical leadership across a broad portfolio that includes Teams integration, USB and HID peripherals, PTZ cameras, microphones, touch panels, RoomSuite Collaboration Spaces, Windows-based management systems, cloud services, and data communication technologies.
The UC&C Suppoty Engineer will act as the technical bridge between Engineering, Product Management, Support teams, strategic partners, and customers. The UC&C Support Engineer is responsible for diagnosing and resolving complex customer issues, defining and reproducing software defects, validating customer reported problems and testing software fixes in partnership with development teams.
Key responsibilities include assisting in delivering technical training, establishing troubleshooting methodologies and support best practices, validating release readiness, and identifying opportunities to improve product supportability. The UC&C Support Engineer collaborates closely with engineering teams to enhance diagnostic capabilities, improve system visibility, and develop tools that streamline troubleshooting and issue resolution.
The role also drives operational excellence for RoomSuite Simplified Collaboration Spaces, helping define support policies, customer recovery procedures, firmware and software management practices, and deployment standards.
The ideal candidate combines deep technical expertise in UC&C technologies with strong communication, collaboration, and problem-solving skills. By enabling teams through training, documentation, escalation leadership, and continuous improvement initiatives, the SME ensures that UC&C and RoomSuite Collaboration Spaces solutions are scalable, supportable, and deliver an exceptional customer experience while fostering a culture of teamwork, accountability, and innovation.
Key Tasks & Responsibilities (Essential Functions)- 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 differeintiating 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) - 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- Bachelors or advanced degree in computer science, electrical engineering or similar discipline.
- CTS, CTS-D or similar Avixa technical certification desired.
- Minimum 5 years experience in-depth troubleshooting of USB, HID PTZ Cameras and UC&C systems protocols, USB, AV automation, and AV related AI.
- Minimum 3 years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems
- Minimum 2 years experience with Atlassian collaborative tools, such as Confluence and Jira
- The UC&C Support Engineer will operate with a high degree of independence, keeping in mind that collaboration with other parts of the organization will be the key to success.
- Excellent verbal and written communications skills
- Proven experience in supporting UC&C systems including Microsoft Teams, Zoom and other collaboration tools
- Strong troubleshooting and problem-solving skilles
- Ability to work independently and as part of a team
- Excellent software and hardware troubleshooting skills
- Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting
QSC. is owned by Acuity Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America.
The range for this position is $66,500.00 to $143,600.00. 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.
