Technical Support Specialist

Deako Lighting

full-time

Posted on: 9/17/2025

Origin: • 🇺🇸 United States

✨ AI Apply

💰 $55,000 - $70,000 per year

Mid-LevelSenior

AndroidiOS

About the role

Provide outstanding phone and email support, ensuring timely and effective resolution of customer issues.
Assist with hardware installation, basic electrical troubleshooting, and software/app support.
Troubleshoot and resolve issues with home automation integrations, including Alarm.com, Control4, Savant, Josh.ai, Crestron Home, Google Home, Alexa, and more.
Create documentation for end users on common troubleshooting steps.
Diagnose and provide clear advice to solve problems related to our smart home devices and mobile applications.
Support integrators and electricians in configuring devices.
Log all correspondence and actions in the company's systems to maintain a comprehensive record and improve product development.
Escalate customer issues to the appropriate team members when necessary.
Perform administrative support tasks, such as processing invoices, shipments, and returns.
Collaborate cross-functionally with engineering and product teams and participate in team huddles.

3+ years of experience supporting hardware and/or software products, with a strong emphasis on home automation or consumer electronics.
Familiarity with home automation ecosystems such as Alarm.com, Control4, Savant, Josh.ai, Crestron Home, or similar platforms.
Demonstrated technical aptitude and excellent communication skills.
Hands-on experience configuring and troubleshooting whole-home automation systems.
Background in networking for smart homes, including advanced WiFi, mesh networks, and router configuration.
Proficiency in assisting users with Android and iOS platforms.
Experience with common ticketing and service tools such as: Zendesk,Hubspot, Aircall, etc.
Ability to explain technical tasks to individuals with varying levels of technical knowledge.
Experience creating or improving technical documentation, knowledge base articles, or training resources.
Basic understanding of household wiring.