Technical Support Specialist - Parasol (M-F 8:30pm-4:30am ET)

Resideo • Lehi, UT

2d

About The Position

Reporting to the Supervisor of End Customer Support, the Parasol Support Agent works directly with end customers on behalf of authorized integrators. The role requires deep technical expertise, strong problem-solving abilities, and broad knowledge of smart-home and connected-technology products, combined with empathy and strong customer communication skills. The Specialist diagnoses advanced issues, explains troubleshooting clearly to customers, and helps professional integrators deliver exceptional service. The position is suited to someone with custom-installation experience and certification in a major control platform who is comfortable adapting to new tools and technologies.

The role provides first-line support for integrators’ customers and uses OvrC remote-management tools to diagnose and troubleshoot systems. Support areas include internet service and modems, network topology, video distribution, multiroom audio, home theater, televisions and media players, cable and satellite boxes, surveillance, thermostat integration, power management, and smart lighting. The Specialist documents troubleshooting steps, root-cause theories, and recommendations for on-site service; participates in beta testing and provides feedback to product teams; and works within a 24/7/365 support structure. The schedule is Monday through Friday, 8:30 p.m. to 4:30 a.m. ET; the posting also states an overnight shift of 8 p.m. to 4:30 a.m. ET.

Requirements

• At least 2 years of professional experience installing and programming control systems in the custom-integration industry.
• Ability to work the overnight shift.
• Certification in one or more of the following platforms: Control4, Crestron, Savant, URC, Elan, or Lutron.
• Hands-on experience installing, configuring, and troubleshooting surveillance, professional A/V, and related technologies.
• Strong troubleshooting abilities across diverse product categories.
• Familiarity with IoT devices, A/V, networking, home automation, and surveillance technologies.
• Exceptional problem-solving skills and the ability to learn new technical concepts quickly.
• Excellent verbal and written English communication skills and a customer-first mindset.

Nice To Haves

• Advanced networking expertise, including VLANs, firewalls, managed switches, and enterprise-grade wireless systems.
• Familiarity with ADI exclusive-brand solutions, including OvrC, Luma, Binary, WattBox, and Clare.
• Expertise in commercial and residential A/V systems, such as DSPs, projectors, and streaming technologies.
• Experience with specialized systems such as motorized window treatments, centralized lighting, and advanced power-management solutions.
• Experience supporting professional integrators or working directly in the custom electronics industry.

Responsibilities

• Serve as the first line of support for integrators’ customers, de-escalating concerns professionally and resolving technical issues.
• Use OvrC remote-management tools to diagnose and troubleshoot systems.
• Guide customers through troubleshooting based on installation practices and knowledge of smart-home, A/V, networking, surveillance, and related systems.
• Document troubleshooting steps, root-cause theories, and recommendations for on-site service when needed.
• Participate in beta testing new products and solutions and provide actionable feedback to product teams.
• Work within a 24/7/365 support structure and maintain flexibility to meet business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed