Remote Technical Support Specialist - Smart Home & A/V

ADI Global Distribution; United States; Remote; USD 29,000 - 49,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Disability insurance

401k Plan

Paid vacation and holidays

Job summary

ADI Global Distribution is seeking a Parasol Support Agent to work with end customers via our integrators, providing expert technical support across smart-home and connected-technology products. The role emphasizes problem-solving, empathy, and clear communication while troubleshooting complex systems behind the scenes.

Ideal candidates have at least two years in custom-installation, certification in major control platforms, and strong knowledge of surveillance, A/V, and networking.

Qualifications

• 2+ years of professional experience installing and programming control systems in the 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.
• Excellent verbal and written English communication skills with a customer-first mindset.

Responsibilities

• 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, Home theater setups, TVs and set-top boxes, Surveillance systems, Thermostat integration and troubleshooting, Power management, Smart lighting.
• 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.

Skills

CI control systems

OvrC remote-management

Network topology

Video distribution

Surveillance systems

A/V & home automation

IoT familiarity

Excellent English comms

Tools

Control4

Crestron

Savant

URC

Elan

Lutron

Job description

ADI Global Distribution is seeking a Parasol Support Agent to work with end customers via our integrators, providing expert technical support across smart-home and connected-technology products. The role emphasizes problem-solving, empathy, and clear communication while troubleshooting complex systems behind the scenes.

Ideal candidates have at least two years in custom-installation, certification in major control platforms, and strong knowledge of surveillance, A/V, and networking.