UC&C Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a UC&C Support Engineer based in the United States.

As a UC&C Support Engineer, you will serve as a senior technical authority for Unified Communications and Collaboration solutions.

You will troubleshoot complex issues across collaboration platforms, audiovisual systems, hardware, software, and cloud technologies.

The role combines advanced customer support, technical investigation, operational readiness, and cross-functional engineering collaboration.

You will help improve the reliability and supportability of collaboration environments while strengthening the overall customer experience.

Working closely with Engineering, Product Management, Support, partners, and customers, you will turn field issues into actionable product improvements.

You will also contribute to training, documentation, troubleshooting methodologies, and scalable support practices.

This is an opportunity to take ownership of technically challenging environments while helping shape more reliable and innovative collaboration solutions.

Accountabilities

• 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.

Requirements

• 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.

Benefits

• 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.