Technical Support Engineer diagnosing technical inquiries and troubleshooting issues for local partners in the software industry. Collaborating with internal teams for sustainable solutions.
EA
Hybrid Technical Support Specialist I – Control 4
Posted 4 months ago
About the role
- Technical Support Specialist providing expert-level support for Control4 customers in custom electronics industry. Handling inquiries, installation guidance, troubleshooting, and configuration support.
Responsibilities
- Serve as the primary technical resource for Control4 customers, delivering expert-level support for **installation**, **configuration**, **troubleshooting**, and **return processing** needs.
- Providing basic support for 80+ third-party brands with limited or no formal training.
- Provide Tier-1 support for ADI and Snap One’s 20+ exclusive brands and solutions.
- Manage and resolve complex technical issues spanning a diverse range of products, brands, and categories, including but not limited to: Audio/video distribution (analog, digital, IP), home theater systems, commercial audio (70V, DSPs, mixers), TVs and displays, digital signage, music streaming, surveillance and security systems, HVAC and lighting control, home automation, video conferencing, power management, structured wiring, custom mounts, and more.
- Aid in the creation and maintenance of technical documentation, including detailed troubleshooting guides, configuration procedures, and knowledge base articles to support internal teams and external customers.
- Process product returns efficiently while ensuring adherence to technical verification protocols.
- Participate in beta testing of new products and solutions, providing actionable feedback to product teams.
- Actively contribute to team training initiatives by sharing insights and techniques to enhance team performance.
Requirements
- 2+ years of professional experience installing and/or programming Control4 products.
- Hands-on experience installing, configuring, and troubleshooting surveillance, professional audio video, and other technology solutions.
- Experience troubleshooting across multiple product categories and technologies.
- Experience with IoT, audio/video, networking, home automation, and surveillance technologies.
- Demonstrated problem-solving skills and ability to learn and apply new technical concepts quickly.
- Exceptional English communication skills, both verbal and written, with a customer-first mindset.
Benefits
- Resideo provides comprehensive benefits, including life and health insurance
- life assistance program
- accidental death and dismemberment insurance
- disability insurance
- 401k Plan
- vacation & holidays.
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