Technical Support Specialist - Parasol; M-F

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.

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.

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.

• 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.

• 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.

• Advanced networking expertise, including VLANs, firewalls, managed switches, and enterprise‑grade wireless systems.
• Familiarity with ADI exclusive‑brand solutions, including OvrC, Luma, Binary, Watt Box, 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…