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

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 p