Technical Support Specialist I - Control 4

Reporting to a Technical Support Supervisor, the Control4 Technical Support Specialist 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 Specialist will handle technical inquiries, provide installation guidance, offer troubleshooting and configuration support, and address service needs for Control4, in addition to a vast portfolio of over 100 brands and solutions, which requires a commitment and ownership level beyond that 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, or 4+ years of professional residential AV custom installation experience, or a minimum of 1 year ADI technical support experience accompanied by required internal trainings and certifications, 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, while empowering our professional integrators with the knowledge and confidence to succeed.

JOB DUTIES:

• Provide intermediate Control 4 technical support for installation, configuration, troubleshooting, and return processing, following standard procedures and under close supervision.
• Act as the initial point of contact for Control4 professional integrators in the Standard Control4 queue (Tier-1), performing intermediate, well-defined tasks with guidance.
• Deliver entry-level assistance across 80+ third-party brands with limited or no formal training.
• Support 20+ ADI exclusive brands by identifying and resolving routine technical challenges, escalating complex issues as appropriate.
• Accurately document customer and partner interactions, including troubleshooting steps and outcomes, using standard data entry protocols and internal systems.
• Recognize recurring issues and trends in support cases and communicate findings to senior team members or leadership in accordance with escalation guidelines

Manage and resolve 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.

• Process product returns efficiently while ensuring adherence to technical verification protocols, ensuring accuracy and compliance with return procedures.
• Follow standard procedures to address frequently occurring issues, often relying on direct supervision or guidance for resolution.
• Other duties as assigned.

YOU MUST HAVE:

• 1-2 years of professional experience installing and programming Control4 products or equivalent related experience.
• Hands-on experience installing, configuring, and troubleshooting surveillance, professional audio-video, and other technology solutions.
• 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.
• Exceptional English communication skills, both verbal and written, with a customer-first mindset.

WE VALUE:

• Advanced networking knowledge, including VLANs, firewalls, managed switches, and enterprise wireless setups.
• Control4 Automation Programmer certification or Control4 Certified Technician certification.
• Familiarity with ADI's proprietary exclusive-brand products and platforms: OvrC, Luma, Binary, WattBox, Clare, and others.
• Expertise 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.
• Experience supporting professional integrators or in the custom electronics industry.

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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