Technical Support Specialist at Resideo

📍 Job Overview

Job Title: Technical Support Specialist
Company: Resideo
Location: London, United Kingdom
Job Type: Full-time
Category: Technical Support & Customer Service
Date Posted: July 3, 2025
Experience Level: Intermediate (2-5 years)
Remote Status: Remote (Home-based)

🚀 Role Summary

Serve as the primary point of contact for end customers of authorized Partners/Integrators to troubleshoot and resolve smart home system issues.
Leverage advanced knowledge of control systems, networking, and home automation technologies to diagnose and resolve problems.
Collaborate with internal teams to provide actionable feedback on new products and solutions.
Maintain exceptional communication skills to ensure customer satisfaction and represent the company's brand positively.

📝 Enhancement Note: This role requires a strong technical background in control systems and home automation, with a focus on providing excellent customer service and support.

💻 Primary Responsibilities

Customer Support: Troubleshoot and resolve technical issues for end customers, acting as the first point of contact for support inquiries.
Technical Expertise: Utilize advanced knowledge of control systems, networking, and home automation technologies to diagnose and resolve problems.
Documentation: Clearly document all steps taken during customer interactions, including theories on why issues occurred and how to resolve them.
Product Feedback: Participate in beta testing of new products and solutions, providing actionable feedback to product teams.
Shift Work: Accommodate business needs by working shifts to cover 24/7/365 support.

📝 Enhancement Note: This role requires strong problem-solving skills, a customer-first mindset, and the ability to work effectively in a remote, shift-based environment.

🎓 Skills & Qualifications

Education: Relevant degree or certification in a related field (e.g., electronics, computer science, or a related discipline) is preferred but not required. Proven experience and certifications in control systems are essential.

Experience: 2+ years of professional experience installing and programming control systems in the custom integration (CI) industry.

Required Skills:

Certification in one or more of the following control platforms: Control4, Crestron, Savant, URC, Elan.
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.

Preferred Skills:

Advanced networking knowledge, including VLANs, firewalls, managed switches, and enterprise wireless setups.
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.

📝 Enhancement Note: While certifications and relevant education are valuable, the most critical qualifications for this role are practical experience in control systems and a proven track record of exceptional customer support.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio demonstrating experience with control systems, home automation, and related technologies.
Case studies or testimonials showcasing successful customer support and troubleshooting experiences.
Evidence of strong communication skills, both written and verbal, through customer interactions or project documentation.

Technical Documentation:

Detailed documentation of troubleshooting processes, including step-by-step guides and screenshots.
Examples of clear and concise customer-facing communication, explaining technical concepts in non-technical terms.
Evidence of continuous learning and staying up-to-date with industry trends and new technologies.

📝 Enhancement Note: As this role focuses on customer support and troubleshooting, a portfolio should emphasize problem-solving skills, customer communication, and technical expertise in control systems and related technologies.

💵 Compensation & Benefits

Salary Range: £28,000 - £35,000 per annum (based on industry standards for intermediate-level technical support roles in London)

Benefits:

Competitive salary, pension scheme, and employee benefits
Remote/home-based working
Opportunities for professional development and career advancement
Collaborative work environment with access to cutting-edge technology

Working Hours: 37.5 hours per week, working shifts to cover 24/7/365 support, with a remote/home-based contract from Friday to Tuesday (9:00 AM - 5:30 PM)

📝 Enhancement Note: The salary range is estimated based on regional market research and industry standards for intermediate-level technical support roles in London. The benefits package is comprehensive and tailored to the needs of remote workers.

🎯 Team & Company Context

🏢 Company Culture

Industry: Resideo operates in the smart home and security industry, focusing on connected technologies and intelligent systems for residential and commercial applications.

Company Size: Resideo is a large, global organization with a significant presence in the custom integration industry. This size offers numerous opportunities for professional development and career advancement.

Founded: Resideo was founded in 2018, following the spin-off from Honeywell International Inc. The company has a strong history in the industry and a commitment to innovation and growth.

Team Structure:

The Technical Support team is responsible for providing exceptional customer support and troubleshooting for end customers of authorized Partners/Integrators.
The team is structured to cover 24/7/365 support, with shifts accommodating business needs.
The role reports directly to the Technical Support Manager and works closely with internal teams, such as Product Management and Engineering.

Development Methodology:

Resideo follows Agile methodologies for product development and continuous improvement.
The company emphasizes collaboration, innovation, and a customer-centric approach to its products and services.
The Technical Support team works closely with other departments to ensure customer satisfaction and drive product improvement.

Company Website: Resideo

📝 Enhancement Note: Resideo's company culture emphasizes innovation, collaboration, and a customer-centric approach. The company's size and global presence offer numerous opportunities for professional development and career advancement in the custom integration industry.

📈 Career & Growth Analysis

Technical Support Specialist Role: This role is responsible for providing exceptional customer support and troubleshooting for end customers of authorized Partners/Integrators. The primary focus is on resolving technical issues related to connected smart home systems, with a strong emphasis on customer service and communication.

Reporting Structure: The Technical Support Specialist reports directly to the Technical Support Manager and works closely with internal teams, such as Product Management and Engineering.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of Resideo's products and services. By providing exceptional support and troubleshooting, the Technical Support Specialist helps ensure that customers have positive experiences with the company's connected smart home systems.

Growth Opportunities:

Technical Growth: As a Technical Support Specialist, you will have the opportunity to expand your knowledge of control systems, home automation, and related technologies. This growth will be driven by hands-on experience, continuous learning, and collaboration with internal teams.
Career Progression: With Resideo's large and diverse organization, there are numerous opportunities for career advancement. Potential growth paths include moving into more senior technical roles, team leadership positions, or specializing in specific product areas.
Product Feedback: By participating in beta testing and providing actionable feedback to product teams, you can directly influence the development and improvement of Resideo's products and services.

📝 Enhancement Note: The Technical Support Specialist role offers numerous opportunities for professional development and career advancement within Resideo. By demonstrating exceptional customer service, technical expertise, and a commitment to continuous learning, individuals in this role can grow both personally and professionally.

🌐 Work Environment

Office Type: Resideo offers a remote/home-based working environment for this role, with a focus on flexibility and work-life balance.

Office Location(s): The role is based in the United Kingdom and can be performed remotely from any location within the country.

Workspace Context:

Remote Work: As a remote worker, you will be responsible for maintaining a suitable home office environment that facilitates effective communication and collaboration with customers and internal teams.
Collaboration Tools: Resideo provides collaboration tools and platforms to support remote work, such as video conferencing, instant messaging, and project management software.
Work Schedule: The role requires working shifts to cover 24/7/365 support, with a remote/home-based contract from Friday to Tuesday (9:00 AM - 5:30 PM). This schedule allows for a flexible work-life balance while ensuring customer support is always available.

Work Schedule: The role requires working shifts to cover 24/7/365 support, with a remote/home-based contract from Friday to Tuesday (9:00 AM - 5:30 PM). This schedule allows for a flexible work-life balance while ensuring customer support is always available.

📝 Enhancement Note: Resideo's remote/home-based working environment offers a high degree of flexibility and work-life balance. However, the role requires a strong commitment to customer service and the ability to work effectively in a shift-based, remote setting.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, customer focus, and technical knowledge.
Technical Assessment: A hands-on assessment of troubleshooting skills, focusing on control systems, networking, and home automation technologies.
Behavioral Interview: A discussion of problem-solving skills, customer service experiences, and adaptability to remote work.
Final Interview: A conversation with the hiring manager to discuss career goals, company fit, and next steps.

Portfolio Review Tips:

Highlight successful customer support and troubleshooting experiences, demonstrating strong problem-solving skills and customer communication.
Include case studies or testimonials that showcase your ability to resolve complex technical issues and maintain customer satisfaction.
Showcase your technical expertise in control systems, home automation, and related technologies through project examples or certifications.

Technical Challenge Preparation:

Brush up on your knowledge of control systems, networking, and home automation technologies.
Familiarize yourself with Resideo's products and services, as well as the company's competitors and industry trends.
Prepare for hands-on troubleshooting scenarios, demonstrating your ability to diagnose and resolve technical issues quickly and effectively.

ATS Keywords: (Organized by category)

Technical Skills: Control4, Crestron, Savant, URC, Elan, IoT, networking, home automation, surveillance, audio/video systems, troubleshooting, problem-solving.
Soft Skills: Customer service, communication, teamwork, adaptability, time management, multitasking.
Industry Terms: Custom integration (CI), smart home, connected devices, customer support, technical support, remote management, OVRC.

📝 Enhancement Note: The interview process for the Technical Support Specialist role is designed to assess technical expertise, customer service skills, and adaptability to remote work. By preparing thoroughly and showcasing your unique qualifications and experiences, you can demonstrate your fit for the role and increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Control Platforms:

Control4
Crestron
Savant
URC
Elan

Networking Technologies:

VLANs
Firewalls
Managed switches
Enterprise wireless setups

Home Automation Technologies:

IoT devices
Smart lighting
Centralized lighting
Motorized window treatments
Power management solutions

Collaboration Tools:

Video conferencing platforms (e.g., Zoom, Microsoft Teams)
Instant messaging platforms (e.g., Slack, Microsoft Teams)
Project management software (e.g., Jira, Asana)

📝 Enhancement Note: The Technology Stack & Web Infrastructure section focuses on the control platforms, networking technologies, and home automation technologies relevant to the Technical Support Specialist role. Familiarity with these technologies is essential for success in the position.

👥 Team Culture & Values

Resideo's Values:

Customer-centric: Focus on customer needs and satisfaction in all aspects of the business.
Innovation: Encourage creativity, continuous learning, and improvement.
Collaboration: Foster a culture of teamwork, communication, and mutual respect.
Integrity: Act with honesty, transparency, and ethical behavior in all interactions.
Accountability: Take responsibility for individual and team performance, and strive for excellence.

Collaboration Style:

Customer-focused: Prioritize customer needs and satisfaction in all interactions and decision-making processes.
Cross-functional: Work closely with internal teams, such as Product Management and Engineering, to ensure customer satisfaction and drive product improvement.
Remote-friendly: Foster a collaborative and inclusive work environment that supports remote work and promotes work-life balance.

📝 Enhancement Note: Resideo's values and collaboration style emphasize customer-centricity, innovation, and a strong commitment to teamwork and mutual respect. These principles guide the company's approach to customer support, product development, and internal collaboration.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting: Develop advanced troubleshooting skills to diagnose and resolve complex technical issues quickly and effectively.
Shift Work: Accommodate business needs by working shifts to cover 24/7/365 support, maintaining a strong commitment to customer service and work-life balance.
Continuous Learning: Stay up-to-date with industry trends and new technologies, expanding your knowledge of control systems, networking, and home automation.

Learning & Development Opportunities:

Product Training: Participate in product training and certifications to enhance your technical expertise and stay current with industry best practices.
Conferences & Events: Attend industry conferences and events to network with peers, learn from experts, and gain insights into emerging technologies and trends.
Mentorship: Seek mentorship opportunities within Resideo to learn from experienced professionals and accelerate your career growth.

📝 Enhancement Note: The Technical Support Specialist role presents numerous challenges and growth opportunities, focusing on technical expertise, customer service, and continuous learning. By embracing these challenges and pursuing growth opportunities, you can develop a successful and rewarding career in the custom integration industry.

💡 Interview Preparation

Technical Questions:

Control Systems: Describe your experience with control systems and explain how you've used them to resolve technical issues in the past.
Networking: Explain your understanding of networking concepts, such as VLANs, firewalls, and managed switches, and how you've applied them in a professional setting.
Troubleshooting: Walk through a complex troubleshooting scenario, detailing your approach to diagnosing and resolving the issue step-by-step.

Company & Culture Questions:

Customer Service: Describe your approach to customer service and provide an example of a time when you went above and beyond to ensure customer satisfaction.
Teamwork: Explain how you've worked effectively in a remote or distributed team environment, highlighting your communication and collaboration skills.
Adaptability: Describe a situation where you had to adapt to a significant change or challenge in a professional setting, and how you overcame it.

Portfolio Presentation Strategy:

Case Studies: Prepare detailed case studies or testimonials showcasing your successful customer support and troubleshooting experiences, highlighting your problem-solving skills and customer communication.
Technical Expertise: Demonstrate your technical expertise in control systems, home automation, and related technologies through project examples, certifications, or hands-on assessments.
Customer-centric Approach: Emphasize your commitment to customer satisfaction and your ability to understand and address customer needs effectively.

📝 Enhancement Note: The Interview Preparation section focuses on technical questions, company and culture questions, and portfolio presentation strategies tailored to the Technical Support Specialist role. By preparing thoroughly and showcasing your unique qualifications and experiences, you can demonstrate your fit for the role and increase your chances of success.

📌 Application Steps

To apply for this Technical Support Specialist position:

Customize Your Portfolio: Tailor your portfolio to highlight your successful customer support and troubleshooting experiences, emphasizing your problem-solving skills and customer communication.
Optimize Your Resume: Highlight your relevant experience and technical skills, focusing on control systems, networking, and home automation technologies. Include specific examples of your ability to resolve complex technical issues and maintain customer satisfaction.
Prepare for Technical Challenges: Brush up on your knowledge of control systems, networking, and home automation technologies. Familiarize yourself with Resideo's products and services, as well as the company's competitors and industry trends. Prepare for hands-on troubleshooting scenarios, demonstrating your ability to diagnose and resolve technical issues quickly and effectively.
Research the Company: Learn about Resideo's products, services, and company culture. Understand the company's position in the smart home and security industry, and be prepared to discuss how your skills and experiences align with the company's goals and values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist