ADI Global

Reporting to a Technical Support Supervisor, the Technical Support Professional will act as a critical resource for Control4 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 Control4 Technical Support Professional will handle technical inquiries, installation guidance, troubleshooting, configuration support, and service needs for Control4 in addition to a vast portfolio of 100+ brands and solutions, which requires commitment and ownership beyond the level of a traditional technical support role.

This role is suited for an individual with a minimum of 2 years of Control4 installation and programming experience who is passionate about emerging technologies, eager to tackle challenges, and capable of quickly adapting to new tools and platforms. The Control4 Tech Support Professional will excel at navigating complex issues, providing creative and effective solutions, and empowering our professional integrators with the knowledge and confidence to succeed.

Key Responsibilities

• Serve as the primary technical resource for Control4 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 (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 integrators.
• 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 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.

WE VALUE:

• Control4 Automation Programmer certification or Control4 Certified Technician certification.
• Advanced networking knowledge, including VLANs, firewalls, managed switches, and enterprise wireless setups.
• Experience with ADI’s proprietary exclusive-brand products and platforms: OvrC, Luma, Binary, WattBox, Clare, and others.
• Experience in commercial and residential audio/video systems, including DSPs, projectors, and streaming solutions.
• Experience with professional specialized technology systems such as motorized window treatments, centralized lighting, and power management solutions.

WHAT"S IN IT FOR YOU:

• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and career advancement.
• Collaborative work environment with access to cutting-edge technology.

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Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision. Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice. If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.