Engineer II Technical Customer Support

Job :

Are you passionate about delivering high-level technical support and creating thoughtful, effective solutions? Shure is seeking an Applications Engineer to provide advanced product guidance and serve as a trusted resource for our customers. In this role, you will support the full portfolio of Shure products, with an emphasis on our Unified Communications (UC) solutions. In this role, you will:

• 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

This position is ideal for someone who excels at problem solving, communicates technical concepts clearly, and enjoys helping others make informed decisions.

This role is hybrid (2-3 days per week on-site) and based in our Skokie, IL location.

Shure primarily supports customers via phone and email:

• 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:

• Researches, writes and publishes technical applications bulletins, “FAQs”, technical training material, and technical “white papers” or educational guides.
• Conducts training seminars for associates, sales representatives, dealers, end users, and international distribution centers.
• Prepares and presents demonstrations and applications of Shure products at trade shows, seminars, sales meetings, etc.
• Provides technical support to Sales and Market Development staff in determining the application of Shure products to customer requirements.
• Reviews new products for proper use with other products, including performing field tests on new products to gain familiarity and working knowledge.

• 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.
• Familiarity with Shure products and their applications preferred.
• Interest in audio, electronics, acoustics, and system design desirable.
• Computer literacy required, word processing; database; spreadsheet.
• Superb problem‑solving/troubleshooting skills.
• Excellent telephone and interpersonal communication skills.
• Excellent presentation skills, especially in groups (2–500 people).
• Ability to handle multiple projects simultaneously, organized working methods, and good follow‑up procedures.
• Ability to learn and keep up to date on technical matters.
• Moderate domestic/international travel (4–6 weeks per year).
• Second language an asset

Applicants for this position must be currently authorized to work in the United States on a…