Provide Tier 2 technical product support, offering deeper expertise for more complex inquiries
Deliver system design assistance to ensure customers achieve the best possible experience with Shure products
Conduct training sessions and present product demonstrations at trade shows, seminars, and sales meetings
Resolves customer application issues, including performing follow-up technical support, by working with Product Development, Product Management, Service, Quality, and other departments
Assists in the selection of the appropriate Shure product based on the application
Resolves basic network troubleshooting issues (IP addressing, network switch configuration, best practices, etc.)
Provides technical assistance in the design/integration of the applications and software installation and configuration.
Provides technical assistance in frequency selection and coordination for wireless microphone systems, including antenna deployment.
Develops and suggests product improvements and modifications based on customer requirements.
Documents details of issues and resolutions using Salesforce CSP, creating cases, and following through to case closure.
Other responsibilities include researching, writing and publishing technical applications bulletins, FAQs, technical training material, and technical white papers or educational guides.

Bachelor’s degree in audio, electrical engineering, or related field
Minimum 2 years of demonstrated experience working with electronics, acoustic principles, sound reinforcement, recording, and/or conferencing systems
Demonstrated experience in application and troubleshooting in both MAC and Windows environments
Familiarity with networking principles, implementation and basic troubleshooting desired
Digital audio signal processing implementation, configuration, and troubleshooting
RF and broadcast principles, implementation, and troubleshooting
Demonstrated experience in application and troubleshooting of digital audio and content creation with mobile devices and related technologies (iOS, Android, Bluetooth, etc.)
Demonstrated experience with software installation and troubleshooting in both Mac and Windows environments
Must be fluent in English.
Second language an asset.

Engineer II, Applications – Technical Customer Support

Key skills