Field Engineering Support Specialist

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. 

We 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. 

Acuity 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. 

Job Summary

The Engineering Support professional provides advanced technical support for site issues that cannot be resolved by the Dedicated Support Team. This role guides customers and internal teams on processes and next steps, determines when and how to escalate, and, when escalation is required, gathers complete technical information and drives cases through Engineering to resolution. The position maintains frequent, proactive communications with all stakeholders, requests and shares status updates, and ensures clear next steps until closure. The role also contributes to the knowledge base by creating and publishing KCS articles once a fix or workaround is confirmed. The position is remote, with the ability to travel to sites as needed.

Key Tasks & Responsibilities (Essential Functions)

Own end-to-end management of Engineering Support and Engineering cases.

Manage tickets in Salesforce and Azure DevOps.

Lead external communications with agents/customers and provide internal updates to Acuity stakeholders.

Coordinate handoffs with the Dedicated Support team for escalated cases.

Participate in regular meetings (escalations, NPD, special assignments, process improvements).

Create/revise KCS articles and help manage the KCS backlog to sustain a healthy knowledge base and promote self-service.

Assist in training Frontline and Enhanced Support Associates.

Provide after-hours emergency phone support.

Travel as needed for OJT, classroom training, and jobsite troubleshooting.

 

Preferred Skills and Experience

Required Skills

Strong technical aptitude and troubleshooting across hardware, software, and programming.

Ability to work independently and in teams; strong leadership and accountability.

Continuous improvement mindset and effective time management.

Excellent verbal and written communication for customer-facing problem solving.

Proven conflict management and customer service skills.

Education & Experience

Associate’s/Technical degree in Electrical/Electronics or IT, or equivalent work experience.

~4 years in Acuity Technical Support (including ≥1 year in Enhanced Support) or equivalent experience elsewhere at Acuity.

 

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The range for this position is $66,500.00 to $119,700.00. Placement within this range may vary, depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on the role. For a list of our benefits, click here.

 

We 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.  

 

Please click here and here for more information.   

 

Accommodation for Applicants with Disabilities:  As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individ