Technical Support Specialist

Provides overnight technical support to integrators’ customers, diagnosing and resolving smart-home, networking, A/V, surveillance, automation, and connected-technology issues. Uses OvrC and related tools to troubleshoot systems, explain solutions clearly, document root causes, recommend on-site service, test new products, and provide feedback to product teams. Requires two or more years of custom-integration installation and programming experience, plus certification in a major control platform. The summary above was generated by AI

Reporting to the Supervisor of End Customer Support, the Parasol Support Agent works directly with end customers on behalf of our authorized integrators. This role requires deep technical expertise, strong problem-solving abilities, and advanced knowledge across a broad range of smart-home and connected-technology products. Equally important are empathy and excellent soft skills-customers calling in may need issues explained simply and clearly while you troubleshoot sophisticated systems behind the scenes., * Serve as the first line of support for integrators’ customers, providing calm, professional de-escalation and resolving technical issues effectively.

• Utilize advanced OvrC remote-management tools to diagnose and troubleshoot systems.
• Demonstrate a strong understanding of installation practices to guide customers through resolving issues, including:
• ISP modems and service
• Network topology
• Video distribution systems
• Multiroom audio (wired and wireless)
• Home theater setups
• TVs, media players, cable/satellite boxes
• Surveillance systems
• Thermostat integration and troubleshooting
• Power management systems
• Smart lighting (centralized and wireless)
• Work within a 24/7/365 support structure and maintain flexibility to meet business needs.
• Document all troubleshooting steps clearly, including 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., * Advanced networking expertise, including VLANs, firewalls, managed switches, and enterprise-grade wireless systems.
• Familiarity with ADI exclusive-brand solutions, including OvrC, Luma, Binary, WattBox, Clare, and others.
• 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

This position is ideal for a candidate with at least two years of custom-installation experience and certification in a major control platform such as Control4, Savant, or Crestron. The ideal Specialist is passionate about emerging technologies, eager to take on complex challenges, and capable of adapting quickly to new tools and platforms. You will excel at diagnosing advanced issues, creating effective solutions, and enabling professional integrators to deliver exceptional service., * 2+ years of professional experience installing and programming control systems in the custom-integration (CI) industry.

• Ability to work the overnight shift. 8pm-4:30am ET
• Certification in one or more of the following platforms:
• Control4, Crestron, Savant, URC, Elan, 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 with the ability to quickly learn new technical concepts.
• Excellent verbal and written English communication skills with a customer-first mindset.

ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com.

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