Technical Support Specialist 1

Reporting to a Technical Support Supervisor, the Technical Support Specialist will act as a critical resource for Control4 customers 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 Specialist 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 Specialist will excel at navigating complex issues, providing creative and effective solutions, and empowering our fellow professionals with the knowledge and confidence to succeed.

Key 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.

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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Hiring Salary Range: The typical hiring salary for this role, ranges from USD $20.74 to $35.32 per hour but varies by specific work location. For example, the hiring salary for this role in Melville, NY is $24.89 to $42.38 per hour and New York City, NY is $25.93 to $44.15 . Within a range, our company determines base pay for an individual based on various factors, including market conditions, skills, and experience.