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

Responsibilities

Serve as the first line of support for integrators' customers by providing professional de-escalation and effective technical troubleshooting. Document all troubleshooting steps and participate in beta testing new products to provide actionable feedback to product teams.

Requirements

Requires at least two years of professional experience in custom-integration installation and programming. Candidates must hold certification in a major control platform such as Control4, Crestron, or Savant and be available for the overnight shift.

Skills

• Technical support
• Problem-solving
• Smart-home technology
• Control4
• Savant
• Crestron
• OvrC
• Network topology
• Video distribution
• Multiroom audio
• Home theater
• Surveillance systems
• Thermostat integration
• Power management
• Smart lighting
• Troubleshooting

Benefits

• Life insurance
• Health insurance
• Life assistance program
• Accidental death and dismemberment insurance
• Disability insurance
• 401k plan
• Vacation
• Holidays

About this role

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

#LI-JS1

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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Wholesale · 1,001-5,000 employees · headquartered in Melville, NY