Technical Support Specialist — Hybrid & Growth Path

DOOR; St. Louis (MO); Hybrid; USD 42,000 - 64,000; 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 is seeking a Technical Support Agent in St. Louis to join our Customer Support team.

The role focuses on diagnosing issues across DOOR hardware, software, and connected building solutions, guiding users through troubleshooting steps, documenting interactions, and escalating when necessary. You will contribute to a growing, dynamic support culture, staying technically curious and customer-focused as DOOR evolves.

Qualifications

• 1-2 years in technical or customer-facing support roles

Responsibilities

• Provide frontline technical support via phone, email, chat and other channels
• Troubleshoot DOOR hardware, software and connected building solutions
• Own the customer experience from initial contact to resolution or escalation
• Manage support cases with thorough records of troubleshooting and communications
• Identify and escalate issues requiring advanced troubleshooting or cross-team involvement
• Navigate support systems (Zendesk, Salesforce) to document and track issues
• Collaborate cross-functionally with Tier 2 Support, Engineering, Product and Operations
• Contribute to knowledge management by identifying gaps and recurring questions
• Communicate technical concepts clearly to both technical and non-technical audiences
• Prioritize multiple requests and adapt to changing priorities
• Participate in on-call rotations and flexible coverage as needed

Skills

Frontline support

Troubleshooting

Customer experience

Zendesk

Salesforce

Communication

Cross-functional collaboration

Knowledge management

On-call support

Team-oriented

Tools

Zendesk

Salesforce

Job description

DOOR is seeking a Technical Support Agent in St. Louis to join our Customer Support team.

The role focuses on diagnosing issues across DOOR hardware, software, and connected building solutions, guiding users through troubleshooting steps, documenting interactions, and escalating when necessary. You will contribute to a growing, dynamic support culture, staying technically curious and customer-focused as DOOR evolves.