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

This is a Fully Remote Job

About Our Client:

The organization operates as a global distributor and solutions provider in the security, audio-visual, and smart living technology sectors. It addresses challenges in delivering integrated, safer, and connected experiences for residential and commercial environments. Supporting over 110,000 customers worldwide, the company offers a comprehensive portfolio that includes security, video surveillance, networking, audio, automation, fire, and connected technologies. Its global operations encompass sales, supply chain, digital, customer experience, and engineering, focused on enabling technology professionals and integrators to meet evolving industry demands.

About the Opportunity:

The TECHNICAL SUPPORT SPECIALIST - PARASOL is responsible for providing advanced technical support directly to end customers on behalf of authorized integrators. This role contributes by diagnosing complex issues, delivering clear and empathetic communication, and supporting integrators to maintain high service standards. It is crucial in troubleshooting sophisticated smart-home and connected-technology products, thereby ensuring customer satisfaction and system functionality.

Responsibilities:

• Serve as first-line support for integrators’ customers, managing de-escalation and resolving technical issues.
• Use advanced remote-management tools to diagnose and troubleshoot systems.
• Guide customers through troubleshooting related to ISP modems, network topology, video distribution, multiroom audio, home theater, TVs, media players, surveillance, thermostats, power management, and smart lighting.
• Operate within a 24/7/365 support framework with flexible scheduling.
• Document troubleshooting steps, root causes, and recommend on-site service when necessary.
• Participate in beta testing new products and provide feedback.

Requirements:

• Minimum two years of professional experience in installing and programming control systems within the custom-integration industry.
• Certification in at least one major control platform such as Control4, Crestron, Savant, URC, Elan, or Lutron.
• Experience with surveillance, professional A/V, and related technologies installation, configuration, and troubleshooting.
• Strong troubleshooting skills across diverse product categories.
• Familiarity with IoT devices, home automation, networking, A/V, and surveillance technologies.
• Ability to work overnight shifts from 8pm to 4:30am ET.
• Excellent English communication skills, both verbal and written, with a customer-focused approach.

Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.