Technical Support Specialist — Frontline, Fast-Paced Growth

Latch; St. Louis (MO); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Parental Leave

Flexible Time Off

Flexible Working Days

Comprehensive Health Coverage

Life & AD&D Insurance

Disability Benefits

Retirement Planning

DOOR Equipment Setup

Job summary

DOOR, formerly Latch, seeks a Technical Support Agent to assist DOOR customers across hardware, software, and connected building solutions. Join a dynamic team to diagnose issues, guide users through troubleshooting, document interactions, and escalate when needed. This hybrid role in St.

Louis requires ownership of cases and proactive customer communication. You will work with Zendesk and Salesforce, collaborating with Engineering, Product, and Operations to improve processes and knowledge

Qualifications

• 1–2 years of experience in technical support, customer support, IT, SaaS, hardware/software support, or a related customer-facing technical role.
• Ability to understand technical systems, learn new products quickly, and methodically troubleshoot hardware, software, networking, connectivity, or access-related issues.
• Strong critical-thinking skills with the ability to gather information, isolate problems, follow troubleshooting processes, and determine appropriate next steps.
• Demonstrated curiosity and the ability to learn quickly, adapt to unfamiliar situations, and become effective with new technologies and processes.
• Reliable follow-through, proactive communication, initiative, and a willingness to take responsibility for outcomes while remaining transparent about risks, limitations, or when assistance is needed.
• Excellent verbal and written communication skills with the ability to provide clear, concise, confident, and professional responses.
• Ability to build productive working relationships across teams, understand how different functions contribute to the customer experience, and effectively context-switch as priorities change.
• Strong organizational and time-management skills with consistent responsiveness, attention to detail, and dependability.
• Humility, emotional maturity, and a willingness to support others, share credit, receive feedback, and contribute positively to team culture.
• Ability to read situations appropriately, understand when to act independently and when to seek assistance, and make thoughtful decisions with the customer, team, and business in mind.
• Experience with Zendesk, Salesforce, or similar CRM and customer-support platforms is preferred.
• Experience with access control, IoT, smart building technology, networking, low voltage, or connected devices is preferred, but not required.
• Growth Mindset: interest in expanding beyond immediate responsibilities over time by developing stronger product knowledge, business understanding, judgment, influence, and leadership capability.

Responsibilities

• Provide Frontline Technical Support: Respond to customer inquiries through phone, email, chat, and other support channels, helping property managers, residents, installers, and other stakeholders resolve hardware and software issues.
• Troubleshoot DOOR Products: Diagnose technical issues using documented troubleshooting procedures, internal tools, product knowledge, and sound technical judgment.
• Own the Customer Experience: Take responsibility for assigned cases from initial contact through resolution or escalation, communicating proactively and setting clear expectations with customers.
• Manage Support Cases: Maintain accurate and thorough case records, including troubleshooting performed, customer communication, resolution steps, and relevant technical information.
• Identify and Escalate Issues: Recognize when an issue requires advanced troubleshooting or involvement from another team and provide complete, accurate context to ensure an efficient handoff.
• Navigate Support Systems: Utilize platforms such as Zendesk, Salesforce, and other internal tools to research customers, document interactions, track issues, and manage support workflows.
• Collaborate Cross‑Functionally: Work effectively with Tier 2 Support, Hardware Support, Engineering, Product, Operations, and other teams to resolve customer issues and identify recurring problems.
• Contribute to Knowledge Management: Identify documentation gaps, recurring questions, and troubleshooting opportunities that can improve internal processes and customer self‑service resources.
• Communicate Professionally: Explain technical concepts clearly and concisely to both technical and non‑technical audiences while representing DOOR with confidence, humility, and professionalism.
• Prioritize Effectively: Manage multiple customer requests and competing priorities while remaining responsive, organized, and dependable.
• Adapt and Learn: Rapidly develop knowledge of new DOOR products, features, tools, processes, and troubleshooting methods as the business evolves.
• Support the Team: Share knowledge, contribute positively to team discussions, assist teammates when appropriate, and help maintain a collaborative and solutions‑oriented culture.
• Participate in On‑Call Support: Participate in a round‑robin overnight on‑call rotation approximately one to two nights per month to provide support for qualifying urgent customer issues outside normal business hours.
• Support Coverage Needs: Maintain flexibility to support evolving customer volume and business needs, including the possibility of weekend shifts when required.

Skills

Technical aptitude

Problem-solving

Ownership

Communication

Learning agility

Teamwork

Cross-functional

Tools

Zendesk

Salesforce

Job description

DOOR, formerly Latch, seeks a Technical Support Agent to assist DOOR customers across hardware, software, and connected building solutions. Join a dynamic team to diagnose issues, guide users through troubleshooting, document interactions, and escalate when needed. This hybrid role in St.

Louis requires ownership of cases and proactive customer communication. You will work with Zendesk and Salesforce, collaborating with Engineering, Product, and Operations to improve processes and knowledge