[Hiring] UC&C Support Engineer @Acuity Inc.

Role Description

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
• Data communication technologies

The UC&C Support Engineer will act as the technical bridge between Engineering, Product Management, Support teams, strategic partners, and customers. Responsibilities include:

• Diagnosing and resolving complex customer issues
• Defining and reproducing software defects
• Validating customer-reported problems
• Testing software fixes in partnership with development teams
• Delivering technical training
• Establishing troubleshooting methodologies and support best practices
• Validating release readiness
• Identifying opportunities to improve product supportability

The role also drives operational excellence for RoomSuite Simplified Collaboration Spaces, helping define:

• Support policies
• Customer recovery procedures
• Firmware and software management practices
• Deployment standards

The ideal candidate combines deep technical expertise in UC&C technologies with strong communication, collaboration, and problem-solving skills.

Qualifications

• 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
• 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 skills
• 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

Requirements

• Operate with a high degree of independence
• Collaboration with other parts of the organization will be key to success

Benefits

• Health care
• Dental coverage
• Vision plans
• 401K benefits
• Commissions/incentive compensation depending on role