Technical Support Specialist - Parasol (M-F 8:30pm-4:30am ET)
About The Position
The Technical Support Specialist (Parasol Support Agent) works directly with end customers on behalf of authorized integrators, providing technical support for smart-home and connected-technology products. The role combines advanced technical troubleshooting with empathy and clear communication, explaining issues simply while diagnosing complex systems. It is suited to someone with custom-installation experience, control-platform certification, and an interest in emerging technologies and complex technical challenges. The position operates within a 24/7/365 support structure and requires overnight availability. The Specialist uses OvrC remote-management tools, documents troubleshooting and recommendations, and participates in beta testing new products and solutions. The listed schedule is Monday through Friday, 8:30 p.m.–4:30 a.m. ET; the requirements also state an 8:00 p.m.–4:30 a.m. ET overnight shift.
Requirements
- At least 2 years of professional experience installing and programming control systems in the custom-integration industry.
- Ability to work the overnight shift; the requirements specify 8:00 p.m.–4:30 a.m. ET.
- Certification in at least one of these 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.
- Strong problem-solving skills and 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 issues involving ISP modems and service, network topology, video distribution, multiroom audio, home theater, TVs and media devices, surveillance, thermostat integration, power management, and smart lighting.
- Work within a 24/7/365 support structure and maintain flexibility to meet business needs.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
