Technical Support Specialist I - Control 4

Support Control4 professional integrators by handling intermediate technical issues across a wide portfolio of products and brands.

Responsibilities

• Provide intermediate Control4 technical support for installation, configuration, troubleshooting, and return processing using standard procedures under close supervision
• Serve as the initial point of contact for Control4 professional integrators in the Standard Control4 queue (Tier-1), completing intermediate tasks with guidance
• Support entry-level assistance for 80+ third-party brands with limited or no formal training
• Assist with 20+ ADI exclusive brands by identifying and resolving routine technical challenges and escalating complex issues when needed
• Document customer and partner interactions, including troubleshooting steps and outcomes, using standard data entry protocols and internal systems
• Identify recurring issues and trends in support cases and communicate findings to senior team members or leadership per escalation guidelines
• Troubleshoot technical issues across diverse products and categories, including:
  • Audio/video distribution (analog, digital, IP) and home theater systems
  • Commercial audio (70V, DSPs, mixers)
  • TVs and displays, digital signage, and music streaming
  • Surveillance and security systems
  • HVAC and lighting control, home automation
  • Video conferencing, power management, structured wiring, custom mounts
• Process product returns efficiently while following technical verification protocols and ensuring return accuracy and compliance
• Follow standard procedures to address frequently occurring issues, often resolving with supervision or guidance
• Perform other duties as assigned

Requirements

• 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 with the ability to quickly learn and apply new technical concepts
• Exceptional English communication skills, verbal and written, with a customer-first mindset

Technologies

• IoT
• Audio/video, networking, and home automation
• Surveillance technologies
• VLANs, firewalls, managed switches, and enterprise wireless setups
• 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
• Video conferencing, power management
• Structured wiring, custom mounts

Benefits

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

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 supporting 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

Location: Irving, TX (onsite)

Compensation: USD 20 - 44 per hourly

Minimum experience: 1 years