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

ADI Global Distribution; United States; Remote; USD 29.000 - 49.000; Vollzeit

Benefits dieser Stelle

Health insurance

Life insurance

Disability insurance

401k Plan

Paid vacation and holidays

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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

Jobbeschreibung

Job Description

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.

Job Description

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.

JOB DUTIES

• 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.

YOU MUST HAVE

• 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.

WE VALUE

• 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

About Us

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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JOB INFO

Job Identification : 19759

Job Category : Technical Support

Posting Date : 2026-10-26T16:22:26+00:00

Job Schedule : Full time

Locations : 1355 W Innovation Way Suite 125, Lehi, 84043, US; 750 W John Carpenter Freeway, Irving, 75039, US; 14819 Ballantyne Village Way,, Charlotte, 28277, US; 2700 Blankenbaker Parkway, Louisville-Jefferson, 40299, US

(Remote)

Incentive Eligible : N/A

Business : ADI Global Distribution

Hiring Salary Range : The typical hiring salary for this role, ranges from USD $20.74 to $35.32 per hour but varies by specific work location. For example, the hiring salary for this role in Melville, NY is $24.89 to $42.38 per hour and New York City, NY is $25.93 to $44.15 . Within a range, our company determines base pay for an individual based on various factors, including market conditions, skills, and experience.

Benefits : We provide comprehensive benefits, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, 401k Plan, vacation & holidays.

US Visa Sponsorship Eligibility : This position is not eligible for US visa sponsorship