Technical Support Specialist – Parasol

ESA - Electronic Security Association

. Serve as the first line of support for integrators’ customers, providing calm, professional de-escalation and resolving technical issues .

Posted 10/26/2026full-timeRemote • United StatesJuniorMid-Level💰 $21 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving technical issues in the custom integration industry, with a strong focus on customer communication and support. Proficient in using advanced remote management tools and familiar with a wide range of A/V and IoT technologies.

Highest-signal resume keywords

Control4 CertificationCrestron CertificationAdvanced Networking ExpertiseTroubleshooting SkillsExperience with A/V Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingInstallationProgramming Control SystemsAdvanced NetworkingIoT Device FamiliarityA/V Technology ExpertiseSurveillance Technology ExperiencePower Management SolutionsHome AutomationNetwork Topology

Soft Skills

Problem-Solving SkillsCustomer CommunicationCalm De-Escalation

Tools & Technologies

OvrCVLANsFirewallsManaged SwitchesEnterprise-Grade Wireless SystemsDSPsStreaming TechnologiesMotorized Window TreatmentsCentralized LightingSurveillance Systems

Certifications & Qualifications

Control4 CertificationCrestron CertificationSavant CertificationURC CertificationElan CertificationLutron Certification

Industry Keywords

Custom Integration IndustryProfessional A/VHome TheatersMultiroom AudioCable/Satellite BoxesThermostat IntegrationVideo DistributionCustomer SupportBeta TestingIntegrators

Tech Stack

Tools & technologies

FirewallsIoT

About the role

Key responsibilities & impact

Serve as the first line of support for integrators’ customers, providing calm, professional de-escalation and resolving technical issues
Use advanced OvrC remote-management tools to diagnose and troubleshoot systems
Guide customers through resolving issues involving ISP modems and service, network topology, video distribution, multiroom audio, home theaters, TVs, media players, cable/satellite boxes, surveillance systems, thermostat integration, power management, and smart lighting
Work within a 24/7/365 support structure and maintain flexibility to meet business needs
Clearly document troubleshooting steps, root-cause theories, and recommendations for on-site service when needed
Participate in beta testing new products and solutions
Provide actionable feedback to product teams
Work directly with end customers on behalf of authorized integrators

Requirements

What you’ll need

At least 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 Control4, Crestron, Savant, URC, Elan, or 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 and 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, and Clare
Expertise in commercial and residential A/V systems, including DSPs, projectors, and streaming technologies
Experience with motorized window treatments, centralized lighting, and advanced power-management solutions
Experience supporting professional integrators or working directly in the custom electronics industry
This position is not eligible for US visa sponsorship

Benefits

Comp & perks

Life and health insurance
Life assistance program
Accidental death and dismemberment insurance
Disability insurance
401k Plan
Vacation and holidays