Advanced Technical Support Group Engineer- Remote

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' to include 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 ATSG Engineer manages the resolution of customer issues either remotely or, when necessary, onsite by applying their advanced technical knowledge and expertise in addition to resources available to them. They must resolve support cases that have been assigned to them, carefully documenting the steps taken to enhance the company support database and managing all communications and follow-up related to the case.This is a 100% remote opportunityResponsibilities:Handle escalated Technical Support casesProvide remote assistance and on-site support to Crestron's dealers and customers while working to resolve technical issues that cannot be efficiently resolved through typical phone support channelsStage dealer projects and programs in the process of reproducing and resolving the reported issuesReview project designs and programming to ensure they conform to best practicesGather logs, packet captures, and any other data necessary to effectivelyPerform site surveys to verify installations meet industry and Crestron standardsClearly define and communicate how the customers concerns will be addressed and effectively manage expectationsProactively identify potential conflicts and delays, and work to manage and mitigate project risksLiaison with sustaining engineers and product managers as required to resolve customer concernsQualifications:H.S. Diploma or General Education Degree (GED) requiredBachelors in EE or CS degree preferred6-8 years working in the AV industry and 5 years of experience in Customer Support3-5 years experience with Crestron's proprietary software development tools, including Simpl Windows, Simpl+, Simpl#, and D3ProWorks under minimal supervision with wide latitude for independent judgementAbility to undertake assigned projects with baseline information for completion and evolve project complexity with minimal supervisionAbility to read and interpret system schematics, floorplans, etc.Proficient in Microsoft OS environmentsProficient in Apple OS and applications desirableProficient in MS 365 platforms: Excel, Word, PowerPoint required, Teams preferredModerate / Advanced project management skillsMust possess excellent interpersonal/written/verbal communication skills, with the ability to learn new technologiesAble to effectively prioritize tasks to maximize benefit to the organizationAble to work flexible hours as required by the clientCrestron Certified Programmer requiredCrestron DMC-E Certified requiredCrestron DMC-N Required70 % travelPer applicable state requirements, the annual pay range for this position ($77,000 - $110,000) which consists of base salary (subject to performance), reflects the hiring range for candidates. Also note, an individual's offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.Crestron Electronics offers a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability, 401K with company match, Paid Time Off, Holidays, On-site Amenities at NJ Headquarters & TX Facilities, Crestron Market Cafes, and Fitness Centers.At Crestron Electronics, Diversity, Equity, and Inclusion drive innovation. Crestron's success hinges on continuing to build a workforce of unique individuals whose passion inspires us to create and revolutionize industry-leading products and services. There will always be more to accomplish, and at Crestron, we believe the best way forward is together.EOE/M/F/D/V