Reporting to a Technical Support Supervisor, the Technical Support Associate 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 typical 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 ADI Global’s Infrastructure product category, focusing on 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 across a wide range of consumer and commercial electronics, including audio/video distribution, home theater systems, surveillance and security platforms, automation technologies, HVAC controls, digital signage, video conferencing, power management, 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.

 

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. Exceptional problem-solving skills and ability to quickly learn and apply new technical concepts. Effective communication skills, both verbal and written, with a customer-first mindset with exceptional usage of the English.

 

WE VALUE:

An advanced certificate 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.

 

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