With nearly 50 years of industry experience QSC, LLC, is renowned for its innovative technology and audio-visual experiences. Q-SYS, a division of QSC, LLC, a global leader in professional audio/video system solutions, is seeking a talented individual for the role of Advanced Systems Support & Programming Engineer for the Europe, Middle East and Africa (EMEA) region. 

The Advanced Systems Support & Programming Engineer serves as the ‘OS support & programming expert’ for the EMEA region. This role will be responsible for tracking and resolving escalated ‘Level 3’ support cases coming from our field Application Engineering teams based in the UK, Benelux, Germany, and Dubai. It will also interface with the Q-SYS Advanced Support team at our corporate headquarters to resolve support cases which involve software development support.

Our culture empowers everyone to bring their full, authentic selves to work. Harnessing the power of individuals through effective teamwork to be the best we can, with a commitment to doing the right thing.

Essential Functions/Core Duties:  

• Providing direct support to application engineering teams located in our sub-regional office for escalated cases involving Q-SYS control-related issues. This includes documenting customer issues in QSC CRM and deficiency tracking systems and communicating with internal and external stakeholders. 
• Troubleshooting, diagnosing, and reporting software, plugin/script bugs and UCI issues related to the real-time Linux OS. 
• Providing advanced support of the Q-SYS ecosystem at various levels, including application/user level, software level, OS level, and external interface level. 
• Providing advanced support (occasionally onsite) to Q-SYS clients. 
• Acting as a subject matter expert in the region on Q-SYS control features, technologies, and applications. This includes developing internal/external documentation and specialized training materials. 
• Reporting ongoing software bugs from the field and test environments via collaborative software reporting tools. 
• Providing project status updates for management and customers, ensuring all issues/tickets are addressed properly and all records are maintained in Q-SYS’s CRM system. 
• Coordinating staffing of 24/7 customer hotline with the sub-regional AET team members. 
• Mentoring sub-regional support team members  
  

 Job Requirements & Qualifications:  

 Experience: 

• ​​​​ The ideal candidate will have 5 or more years’ experience in the audiovisual and/or   IT industry in a customer-facing technical role.  
• ​ Significant experience in-depth troubleshooting of Q-SYS or similar Linux-based   systems.​ 
• ​​ Experience with Atlassian collaborative tools, such as Confluence and Jira​ 
• ​ Experience supporting VoIP telephony and SIP solutions​ 
• ​ Significant experience training IT teams, integrators and/or end users 

• ​ Experience developing instructional documentation, such as ‘how-to’, technical   notes/briefs, white papers, etc. 
• ​ Experience with Wireshark analysis of SIP, RTP, SDP and other VoIP-related traffic 
• ​ QSYS certifications QSYS Level 1&2, Control 101 & 201, Advanced UCIs, Quantum   1 & 2, QREM (Certification gaps can be completed upon hire)
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•  Education: 

•  A bachelor’s degree in a related technical field is a plus.  
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   Knowledge:  

•  The candidate should have an in-depth understanding of the Linux OS,   Linux kernel, and Q-SYS as a product.  
•  A solid understanding of programming concepts is crucial, with familiarity   with languages like JavaScript, Python, or Lua being beneficial.   
•  Proficiency in Q-SYS Control programming is essential. This includes the   knowledge of control components, scripting basics, and flow control.  
•  A basic understanding of networking principles is helpful, especially when   configuring Q-SYS devices on a network. 
•  Knowledge of programming basic UI designs  
•  Knowledge of Ethernet networking, AEC, VoIP and POTS telephony a plus 
•  Understanding audio (real time) and video systems, signal flow, and         integration is crucial. Q-SYS is commonly used in AV installations, so   familiarity with AV equipment and protocols is beneficial. 
   
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   Skills: 

•  A customer-centric and results-oriented mindset 
•  Troubleshooting, debugging, and finding creative solutions to complex problems. 
•  Multi-taskings and adapting effectively to changing priorities. 
•  Troubleshooting and analytic skills 
•  Interpreting, evaluating and communicating detailed technical information into easily   understandable terms. 
•  Working in a highly independent manner while also capable of collaboratively   working where needed with colleagues and staff.  

•  Developing and implementing processes. 
•  Strong English language skills  

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