UC&C Support Engineer

Our partner is looking for a UC&C Support Engineer based in the United States.

• Provide advanced technical support for UC&C and audiovisual systems, resolving complex incidents and service requests while identifying opportunities for automation, root-cause analysis, and recurring-issue prevention.
• Troubleshoot and differentiate hardware and software issues across collaboration environments, including Microsoft Teams, Zoom, USB and HID peripherals, PTZ cameras, microphones, touch panels, Linux-based AV systems, and related technologies.
• Investigate customer-reported issues, reproduce software defects, validate reported problems, and collaborate with development and hardware quality teams to test fixes and prioritize improvements.
• Document software bugs and field issues using Jira while communicating technical requirements and customer impact clearly to Engineering and Product teams.
• Maintain accurate records across CRM, issue-tracking, and knowledge-management platforms, ensuring tickets, bug reports, customer updates, and technical documentation remain current.
• Provide project and issue-status updates to management, internal stakeholders, sales teams, and customers, adapting plans and communication as circumstances evolve.
• Deliver on-site technical support when required, diagnosing and resolving customer issues while ensuring deployed systems remain updated, optimized, and aligned with operational requirements.
• Develop and improve troubleshooting methodologies, support policies, recovery procedures, deployment standards, and firmware and software management practices.
• Support technical training and knowledge-sharing initiatives that enable support, engineering, and customer-facing teams to resolve issues more effectively.
• Partner with Engineering to improve diagnostic capabilities, system visibility, monitoring, and support tools that streamline troubleshooting and issue resolution.
• Contribute to release-readiness activities and operational validation, helping ensure new software and platform capabilities are scalable, reliable, and supportable.
• Serve as a technical bridge between customers, strategic partners, Product Management, Engineering, and Support teams, driving complex issues toward effective resolution.

• Bachelor’s or advanced degree in Computer Science, Electrical Engineering, or a closely related technical discipline.
• At least 5 years of in-depth experience troubleshooting UC&C systems, USB and HID technologies, PTZ cameras, audiovisual automation, and related AV technologies.
• At least 3 years of hands-on experience troubleshooting Q-SYS or comparable Linux-based audiovisual systems.
• At least 2 years of experience working with Atlassian collaboration and development tools, particularly Jira and Confluence.
• Proven experience supporting UC&C platforms such as Microsoft Teams, Zoom, and other enterprise collaboration technologies.
• Strong understanding of audiovisual system design, technical support, diagnostics, and troubleshooting across both hardware and software environments.
• Strong problem-solving and analytical skills, with the ability to investigate complex technical issues, identify root causes, and develop practical solutions.
• Excellent verbal and written communication skills, with the ability to explain technical problems and solutions clearly to customers, engineers, support teams, and business stakeholders.
• Ability to work independently with a high degree of ownership while collaborating effectively across multiple teams and organizational functions.
• Strong organizational skills and attention to detail when managing incidents, documentation, bug reports, customer communications, and technical records.
• A CTS, CTS-D, or comparable AVIXA technical certification is desirable.
• Willingness and ability to travel for customer and on-site support as required.

• Competitive salary range of $66,500–$143,600 USD, with placement based on experience and geographic location.
• Health care coverage with comprehensive plan options.
• Dental and vision coverage.
• 401(k) benefits to support long-term financial planning.
• Commissions or incentive compensation, depending on the role and applicable program.
• Opportunity to work on innovative UC&C, audiovisual, cloud, and collaboration technologies.
• Exposure to cross-functional projects involving Engineering, Product Management, Support, Sales, and customers.
• Opportunities for professional development and continued growth within a technology-focused environment.
• United States-based work arrangement with travel opportunities as part of the role.
• An inclusive, collaborative workplace committed to equal employment opportunity.