Technical Support Specialist - Parasol (M-F 8:30pm-4:30am ET)
Resideo
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- Location
- United States
- Job type
- Full time
- Posted
- Oct 26
- 1 day ago
Career path
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About the company
Resideo
Consumer electronics · 10,001+ employees
What you'll do
- 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, 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
What you need
- Deep technical expertise
- Strong problem-solving abilities
- Advanced knowledge across a broad range of smart-home and connected-technology products
- Empathy and excellent soft skills
Key skills
technical expertiseproblem-solving abilitiessmart-homeconnected-technology productsempathysoft skills
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Read the full posting here
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.