Tech Support Solutions Specialist

Reporting to a Technical Support Supervisor, the Tech Support Solutions Specialist will act as a critical resource for professional integrators in the custom electronics industry. This role requires deep technical knowledge, advanced problem-solving abilities, and expertise in supporting a wide array of products and technologies in the smart and connected ecosystem. The Specialist will handle technical inquiries, installation guidance, troubleshooting, configuration support, and service needs for a vast portfolio of 100+ brands and solutions, which often requires commitment and ownership beyond the level of a basic technical support role.This role is suited for an individual passionate about emerging technologies, eager to tackle challenges, and capable of quickly adapting to new tools and platforms. The Specialist will excel at navigating complex issues, providing creative and effective solutions, and empowering our professional integrators with the knowledge and confidence to succeed.**JOB DUTIES**:- Serve as the primary technical resource for professional integrators, 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 solutions (Analog, Digital, Wireless, and IP) (Multiple manufacturers)- Home theater receiver configuration (Multiple manufacturers)- 70-volt commercial and enterprise audio solutions- Audio DSPs and mixers- Televisions and displays. (Multiple manufacturers)- Video scalers, and converters- Music streaming solutions (Multiple manufacturers)- Surveillance (CCTV, IP, AI-enabled, NVRs, DVRs, Remote Surveillance software and platforms) (Multiple manufacturers)- Multiple remote monitoring platforms- Security (Multiple manufacturers)- HVAC/Temperature Control (8+ manufacturers)- Home Automation (Multiple manufacturers)- Home Theater products and solutions (Multiple manufacturers)- Digital Signage- Commercial video conferencing (Multiple manufacturers)- Power management- Centralized lighting (Multiple manufacturers and product lines)- Cell boosters- Custom mounts and racks- Structured wiring- Motorized window treatments- Projectors and Screens- In-wall volume controls..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 integrators.- Partner with integrators to 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.**YOU MUST HAVE**:- 2 years of experience in technical support or a related field.- Strong aptitude for troubleshooting across multiple product categories and technologies.- Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.- Effective communication skills, both verbal and written, with a customer-first mindset with advanced usage of the **English.**WE VALUE**:- Advanced degree in a technical field or equivalent professional experience.- Hands-on experience installing, configuring, and troubleshooting surveillance, AV, and home automation systems.- Advanced networking knowledge, including VLANs, firewalls, managed switches, and enterprise wireless setups.- Familiarity with ADI’s proprietary products and platforms: OvrC, Luma, Binary, WattBox, Clare, Control4 and others.- Expertise in commercial and residential audio/video systems, including DSPs, projectors, and streaming solutions.- Knowledge of specialized systems such as motorized window treatments, centralized lighting, and power management solutions.Experience supporting professional integrators or in the custom electronics industry.**WHAT'S IN FOR YOU**:- Competitive salary and comprehensive benefits package.- Opportunities for professional development and career advancement.- Collaborative work environment with access to cutting-edge technology.LI-AA1LI-ONSITE