Technical Support Specialist - Parasol (M-F 8:30pm-4:30am ET)
At a glance
Mid-level IT Support & Helpdesk role at Resideo. Remote, United States · full-time · no salary stated · we estimate $72,500–$112,500 across the United States.
Resideo has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Take calls from integrators’ customers, ease tense conversations, and resolve technical problems in plain language
- Use OvrC to investigate connected systems and walk customers through fixes based on installation practices
- Diagnose problems with networks, video, multiroom audio, home theaters, surveillance, lighting, thermostats and power systems
- Record troubleshooting, possible root causes, and recommendations for an on-site visit when needed
- Try beta products and send useful feedback to product teams
What you bring
- At least two years installing and programming control systems in the custom-integration field
- Certification in Control4, Crestron, Savant or another listed control platform
- Hands-on setup and troubleshooting of surveillance, professional A/V and related technologies
- Strong technical problem-solving and clear written and spoken English for customer support
Who this fits
This mid-level role suits someone with custom-installation experience who can explain complex technical issues patiently to end customers. You must work the overnight shift, from eight p.m. to four-thirty a.m. Eastern Time.
From the employer
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
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