Technical Support Specialist – Parasol

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary support for integrators’ clients, offering calm and professional de-escalation while addressing technical challenges.

• Utilize advanced OvrC remote-management tools to identify and resolve system issues.

• Assist customers in troubleshooting problems related to ISP modems and services, network architecture, video distribution, multiroom audio systems, home theaters, televisions, media players, cable/satellite receivers, surveillance systems, thermostat integration, power management, and smart lighting.

• Operate within a 24/7/365 support framework and maintain adaptability to fulfill business requirements.

• Accurately document troubleshooting processes, root-cause hypotheses, and recommendations for on-site service when necessary.

• Engage in beta testing for new products and solutions.

• Deliver actionable insights to product development teams.

• Collaborate directly with end customers on behalf of authorized integrators.

⛳️ Requirements

• A minimum of 2 years of professional experience in installing and programming control systems within the custom-integration (CI) sector.

• Availability to work the overnight shift from 8 PM to 4:30 AM ET.

• Certification in one or more of the following: Control4, Crestron, Savant, URC, Elan, or Lutron.

• Practical experience in installing, configuring, and troubleshooting surveillance, professional A/V, and related technologies.

• Strong troubleshooting skills across a variety of product categories.

• Knowledge of IoT devices, A/V systems, networking, home automation, and surveillance technologies.

• Exceptional problem-solving capabilities and a quick aptitude for learning new technical concepts.

• Excellent verbal and written communication skills in English, with a customer-focused approach.

• Advanced networking knowledge, including VLANs, firewalls, managed switches, and enterprise-level wireless systems.

• Familiarity with ADI exclusive-brand products such as OvrC, Luma, Binary, WattBox, and Clare.

• Expertise in both commercial and residential A/V systems, including DSPs, projectors, and streaming technologies.

• Experience with motorized window treatments, centralized lighting, and advanced power management solutions.

• Background in supporting professional integrators or direct experience within the custom electronics industry.

• This position does not qualify for US visa sponsorship.

🏝️ Benefits

• Life and health insurance.

• Life assistance program.

• Accidental death and dismemberment insurance.

• Disability insurance.

• 401k Plan.

• Vacation and holidays.