Technology Support Specialist

Role Mission The Technology Specialist exists to transform technical frustration into total resolution. While the Concierge sets the emotional tone, you provide the technical solution. Your mission is to restore not just the technology, but the client’s peace of mind through expert troubleshooting and a deeply empathetic approach to problem-solving. Success is defined by Resolution Confidence : the moment a client realizes their home is back in their control because of your expertise. What You’ll Do (The Moments That Matter) As a Tier 1 Technology Specialist, you are the technical engine of our support experience. You bridge the gap between complex smart-home systems and the homeowners who rely on them. Ownership of the : Taking the baton from the Concierge and signaling immediate technical competence. You don't just fix it; you let the client know exactly how you’re going to help. Intuitive Troubleshooting: Providing instant triage and remote support for the full spectrum of smart-home systems, including audio, video, networks, lighting, climate, access control, and cameras. The MacGyver Approach: Evaluating situations in the moment to provide creative workarounds or permanent fixes when things don't go according to plan. Empathetic Urgency: Assessing the severity of an issue not just by the hardware, but by the human impact. You understand that when someone calls, they are frustrated—or even pissed—and you assure them we will take care of it every time. Data Integrity: Meticulously documenting the diagnostic story to ensure our partners in the field are perfectly positioned for success. You believe in the pursuit of perfection when it comes to maintaining good data and protecting end-user privacy. Who You Are (Success Traits) We are looking for a smart tech geek who communicates with the heart of a teacher. The Non-Negotiables (Minimum Requirements): Technical Empathy: You possess basic experience with AV systems and a genuine passion for problem-solving. Clear Communication: You can translate geek-speak into plain English. You write grammatically accurate sentences, spell correctly, and speak well. Solution Ownership: You don't just close tickets; you own the outcome. You are the person who picks up the ball that someone else may have dropped because you own company goals beyond just your job. Relentless Curiosity: You have an unwavering work ethic and an aptitude for learning new tech as fast as it evolves. Attention to Detail: You dot your i’s and cross your t’s. We don’t bend on this one. Nice-to-Haves: Advanced working knowledge of consumer electronics and integrated smart-home platforms. A Plan B mentality—you always have a backup plan (or MacGyver’s cell number) for when technology fails. What We Actively Avoid: We avoid transactional troubleshooters who care more about their Average Handle Time than the human on the other end of the line. We avoid rigid thinkers who cannot work independently or make quick, appropriate decisions in the moment. The Details Location: Fully Remote. Schedule: Full-time. Must be available for a variety of shifts, including business hours and pre-scheduled after-hours/weekend shifts. Compensation: Competitive salary, geographically based. Reporting To: Our Partner Support Manager. Equipment: A MacBook laptop will be provided. Why Join Us? We are on a mission to serve as the IT Director for the modern home. You’ll join a team of aces who are transparent, honest, and willing to do anything for one another. We are a small, tight-knit group where everyone wears many hats. We aren't afraid of mistakes, as long as we learn from them and don't repeat them. #J-18808-Ljbffr LATAM