Technical Support Engineer

About the role

Crestron Electronics, Inc. builds technology that integrates automation and control solutions for Fortune 500 businesses worldwide. The Technical Support Engineer is the primary level of support, possessing advanced knowledge of all Crestron platforms and the video‑conferencing solutions running on those platforms. The engineer provides technical support to Crestron customers via phone, email, and chat, resolving issues or gathering information for further investigation or escalation.

Responsibilities

• 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 but not limited to:
  • Clear description and scope of the reported problem.
  • Current hardware/firmware/software configurations of impacted systems.
  • Deployment environment (other Crestron or third‑party equipment in the installation).
• 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 for case documentation.
• Create RMAs as needed on a case‑by‑case basis.
• Assist in supporting Crestron’s knowledge base by creating knowledge‑base articles, using supportive documentation, and/or software tools.
• Other duties or responsibilities as required.

Requirements

• Bachelor’s degree in a technology field or 3 + years of relevant industry experience.
• 3 + years installing, configuring, and/or supporting technology for commercial, residential, or AV environments.
• Knowledge of networking (Multicast, Dante, AES67) and diagnostics.
• Experience with Crestron Home, D3 Pro Lightning, and residential installation.
• Familiarity with Linux OS.
• Programming knowledge in C#, CSS, and HTML5 (preferred but not required).
• Knowledge of commercial/residential audio‑video technologies and applications.
• Ability to read and interpret system schematics, floor plans, etc.
• Collect and interpret system‑level data for analysis.
• Clear documentation of issues, steps taken, and investigative thought process.
• Professional communication of technical information to varied audiences.
• Ability to think “outside‑the‑box” and understand how minute data points affect the larger picture.
• Ability to troubleshoot/create demo programs written in native Crestron platforms.
• Knowledge of Exchange/O365/Active Directory.
• Must be able to lift and maneuver up to 50 pounds.
• 10 % overnight travel.

Benefits

• Competitive total compensation package.
• Medical, dental, vision, life insurance, and short‑term disability.
• 401 K with company match.
• Paid time off and holidays.
• On‑site amenities at NJ headquarters and TX facilities, including Crestron Market Cafés and fitness centers.

Schedule

3rd Shift: 9 am – 6 pm CST (Texas location).