{"id":3994447,"url":"https://alion.io/job/acuity-customer-quality-engineer","title":"Customer Quality Engineer","company":{"id":1884164,"name":"Acuity","domain":"acuityinc.com","url":"https://alion.io/company/acuityinc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Brossard, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure DevOps","optional":false},{"name":"Jira","optional":false},{"name":"TCP/IP","optional":false},{"name":"Agile","optional":true},{"name":"Azure","optional":true},{"name":"Scrum","optional":true}],"status":"live","first_seen_at":"2026-11-10T00:42:45Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-10T00:42:45Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.\nWe achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.\nAcuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com.\nJob Summary\nThe Customer Quality Engineer serves as the primary quality liaison among Technical Support, Product Management, Engineering, and Software and System Quality for customer-reported product issues. This role investigates field-reported behavior across software, embedded devices, controllers, networks, and building automation configurations to determine reproducibility, technical validity, customer impact, and appropriate disposition.\nThe Customer Quality Engineer recreates representative customer environments, gathers and analyzes technical evidence, and works with Engineering to drive confirmed defects through resolution and release validation. The role distinguishes true product defects from configuration issues, installation problems, interoperability concerns, training gaps, documentation issues, and enhancement requests.\nThe role also serves as an important feedback loop between customers and product development. Customer issues and field findings are translated into improved product requirements, regression coverage, system test scenarios, troubleshooting guidance, and preventive quality actions.\nFor building automation products, the Customer Quality Engineer applies working knowledge of Building Management Systems (BMS), HVAC controls, networking, controllers, software, firmware, and relevant communication protocols to understand how products behave in real installations and how customers and system integrators use them.\nKey Tasks & Responsibilities (Essential Functions)\nCustomer Escape Management\nReview customer-reported product issues submitted through Technical Support and other established escalation channels.\nInvestigate reported behavior to determine reproducibility, technical validity, customer impact, and potential product risk.\nDetermine whether reported issues represent true customer-escaped defects.\nDifferentiate between product defects, configuration or installation issues, interoperability problems, training gaps, documentation issues, and enhancement requests.\nGather and analyze logs, configuration details, network information, software and firmware versions, screenshots, databases, and other technical evidence.\nProvide clear, evidence-based dispositions and recommended next steps to Technical Support and other stakeholders.\nEscalate significant or systemic quality issues based on severity, customer impact, recurrence, or product risk.\nDefect Creation and Ownership\nCreate and maintain high-quality Azure DevOps defect records.\nEnsure defects contain:\nReproduction steps\nBusiness impact\nCustomer impact\nTechnical evidence\nLogs and attachments\nProduct and version information\nWork with engineering teams to clarify defect details.\nDrive defect ownership and accountability through resolution.\nResolution Tracking\nMonitor customer-reported defects throughout the development lifecycle.\nCollaborate with Product Managers and Engineering Leads regarding prioritization and scheduling.\nTrack fix implementation status and release targets.\nVerify defects are resolved in designated builds.\nSupport Communication\nServe as the primary quality contact for Technical Support.\nCommunicate defect status and resolution plans.\nProvide released build information containing fixes.\nAssist Technical Support in understanding workaround options.\nSupport customer escalation discussions when necessary.\nQuality Analysis and Continuous Improvement\nAnalyze escaped defect trends.\nIdentify recurring failure modes and product quality risks.\nProduce metrics including:\nCustomer-found defects\nEscaped defects by product\nRoot cause categories\nDefect aging\nResolution cycle time\nCustomer impact trends\nRecommend preventive quality improvements.\nSkills and Minimum Experience Required\nBachelor's degree in Computer Science, Software Engineering, Electrical Engineering, Information Technology, Engineering Technology, or a related technical field, or equivalent practical experience.\n3+ years of experience in Quality Assurance, System Testing, Software Testing, Technical Support, Product Support, Software Engineering, or a related technical role.\nExperience investigating complex customer or system issues and determining reproducibility, technical validity, and business impact.\nExperience reproducing issues in integrated hardware and software environments.\nWorking knowledge of software and system test methodologies, defect lifecycle management, root-cause analysis, and corrective action practices.\nExperience creating and maintaining defect records in Azure DevOps, Jira, or a comparable application lifecycle management platform.\nAbility to analyze technical evidence including logs, product configurations, software and firmware versions, network information, databases, and attachments.\nWorking understanding of TCP/IP networking and common network troubleshooting techniques.\nAbility to configure representative test environments and work with physical or virtual system components.\nAbility to translate complex technical findings into clear, actionable information for Technical Support, Engineering, Product Management, and Quality stakeholders.\nDemonstrated ability to independently manage investigations, organize competing priorities, and follow issues through resolution.\nStrong analytical, troubleshooting, collaboration, and written and verbal communication skills.\nPreferred Skills and Experience\nExperience with Building Management Systems (BMS), HVAC controls, building automation, energy management, IoT, embedded systems, facilities management, or related technologies.\nHands-on experience configuring or troubleshooting building controllers, supervisory controllers, gateways, sensors, actuators, graphical interfaces, alarms, schedules, or control sequences.\nFamiliarity with BACnet/IP, BACnet MS/TP, Modbus, LON, M-Bus, TCP/IP, or related building and industrial communication protocols.\nExperience working with embedded firmware, edge devices, controller applications, cloud-connected products, or mixed hardware/software solutions.\nExperience building or maintaining system test environments that simulate real customer installations.\nExperience supporting Technical Support, customer escalation, system integrator, or field engineering workflows.\nExperience with Agile/Scrum development practices and product release planning.\nExperience creating Azure DevOps test cases, test plans, queries, dashboards, defects, and traceability.\nExperience performing defect trend analysis, corrective action analysis, or preventive quality improvement.\nExperience creating quality dashboards, metrics, or reports related to customer escapes, defect aging, root cause, and resolution trends.\nEnglish/French bilingual proficiency is an asset.\nRelevant quality, testing, Agile, networking, building automation, or technical support certifications are an asset.\nWe value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.\nAccommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000, select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition.\nAny unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.\nKnowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and suppliers in Quebec as necessary. French-language training is offered to all incumbents in permanent positions in Quebec who do not have a good knowledge of French.\nThe requirement for another language other than French is necessary for this position in order to communicate with clients, partners, and colleagues who are predominantly located outside of Quebec. The company has very few clients in Quebec and therefore must constantly use another language to communicate outside of Quebec\nAcuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.","description_format":"text","description_chars":10000,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"Proficiency (C2)","optional":true}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["LED Lighting & Luminaires","Building Automation & Controls"],"lifecycle":[{"event":"open","at":"2026-11-10T00:42:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-10T02:12:17Z"},"pay":null,"html_url":"https://alion.io/job/acuity-customer-quality-engineer","json_url":"https://alion.io/job/acuity-customer-quality-engineer.json","meta":{"generated_at":"2026-11-10T02:12:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5198,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1884164},"rest":"https://alion.io/mcp/rest/get_company?id=1884164"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Facuity-customer-quality-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Facuity-customer-quality-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Facuity-customer-quality-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/acuity-customer-quality-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Facuity-customer-quality-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3994447}},{"tool":"search_jobs","arguments":{"company":"acuityinc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3994447},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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