Application Engineer

Crestron Electronics - Plano, TX

Full-time - Mid Level

Plano, TX

Computer and Electronic Product Manufacturing

About the position

At Crestron Electronics, Inc, we build the technology that integrates technology. We are proud to be the largest and most recognized brand in automation and control solutions, and the premier technology partner for fortune 500 businesses globally. Our products are integrated into new high-tech commercial buildings, including some of the most exciting real estate throughout the world. Our clients include Google, Microsoft, Amazon, LinkedIn, and many others. We are the leaders in the most exciting industry in the world! Our automation and control solutions for homes and buildings allow our clients to control entire environments with the push of a button, integrating systems such as Audio Visual, Lighting, Shading, Security, Building Management Systems, and HVAC to provide greater comfort, convenience, and security. The Application Engineer is the second-tier support specialist with advanced knowledge and understanding of all Crestron platforms and the video conferencing solutions running on that platform. The primary responsibility of the Application Engineer is to attain and document a clear description of problems reported, via incoming support phone calls or online ticket submissions, and apply their knowledge to resolve the issue or investigate further and collect specific information to work toward resolution or escalation. Building and maintaining customer rapport ensures they understand Crestron is with them through every step of the process. The Application Engineer will determine specifics for the reported problem, including but not limited to: a clear description of the reported problem, the number of deployed systems impacted, current hardware/firmware/software configurations of impacted systems, and the deployment environment (other Crestron or 3rd party equipment in the installation). They will review published documentation with customers, including both Crestron and conferencing service provider documentation where applicable, perform high-level analysis of log files, conduct basic analysis of customer networks, and verify customers' conferencing service is properly configured through appropriate portals (O365/Zoom). Additionally, they will create RMAs as needed for customer sites and assist in supporting the Crestron customer knowledgebase by creating training material, knowledgebase articles, supportive documentation, and/or software tools. Other duties or responsibilities may be assigned as needed.

Responsibilities

• Attain and document a clear description of problems reported via incoming support phone calls or online ticket submissions.
• Apply knowledge to resolve issues or investigate further and collect specific information for resolution or escalation.
• Build and maintain customer rapport, ensuring they understand Crestron is with them through every step of the process.
• Determine specifics for the reported problem, including a clear description, number of deployed systems impacted, and current configurations.
• Review published documentation with customers, including Crestron and conferencing service provider documentation.
• Perform high-level analysis of log files and basic analysis of customer networks.
• Verify customers' conferencing service is properly configured through appropriate portals (O365/Zoom).
• Create RMAs as needed for customer sites.
• Assist in supporting the Crestron customer knowledgebase by creating training material, knowledgebase articles, and supportive documentation.
• Perform other duties or responsibilities as assigned.

Requirements

• Minimum of 3 to 5 years providing consistent and excellent support in a single organization.
• Knowledge of Unified Communication platforms (MS Teams, Zoom).
• Knowledge of Exchange/O365/Active Directory.
• Network diagnosis skills (COMP TIA+ preferred).
• Ability to read and interpret system schematics, floorplans, etc.
• Ability to collect and interpret system level data for analysis.
• Ability to clearly document the issue, steps taken, and thought process behind the path of investigation.
• Ability to think outside-the-box and understand how minute data points can affect the larger picture.
• Ability to troubleshoot/create demo programs written in native Crestron platforms.
• Excellent interpersonal/written/verbal communication skills.

Nice-to-haves

• Experience with video conferencing solutions.
• Familiarity with customer support ticketing systems.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term Disability
• 401K with company match
• Paid Time Off
• Holidays
• On-site Amenities at NJ Headquarters & TX Facilities
• Crestron Market Cafes
• Fitness Centers