Access Control Technical Support Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Assess, diagnose, and resolve technical inquiries from customers regarding igloo hardware, which includes smart deadbolts, smart padlocks, keyboxes, Bluetooth door controllers, and access control elements like readers and bridges.

• Evaluate, diagnose, and address customer technical queries related to igloo software solutions, encompassing web dashboards, applications, and basic API support.

• Support on-site technicians or clients with low voltage wiring setups, power supply challenges, and diagnostics pertaining to igloo door control products.

• Accurately document support issues and their resolutions using company tools.

• Deliver remote and/or on-site training and application support to key customers as necessary.

• Install, test, and assess new igloo products; provide feedback for operational and support enhancements.

• Work collaboratively with the product team to ensure comprehensive and precise product documentation.

• Partner with the software development team to troubleshoot and resolve technical integration challenges that require escalation.

• Travel for on-site training, troubleshooting, conference support, or other field activities as required.

⛳️ Requirements

• Minimum of 5 years in door hardware and access control installation and/or troubleshooting roles.

• A 4-year technical degree or equivalent experience.

• Proven experience in managing complex technical issues with a calm and systematic approach.

• Basic understanding of electrical circuits, AC/DC power supplies, relays, and proficiency in using a digital multimeter.

• Ability to actively listen to problems and methodically create a troubleshooting pathway without relying on a predefined script.

• Experience in managing schedules to ensure timely resolution of issues.

• Familiarity with API, SDK, and software troubleshooting; while not necessarily a developer, must be able to engage in technical discussions.

• Detail-oriented with the ability to document issues and procedures clearly within CRM tools.

• A curious mindset that seeks to question and identify improved methods for training and troubleshooting igloo solutions.

• Capability to thrive in a dynamic, fast-paced environment and readiness to take on multiple roles.

• Strong team player with excellent cross-functional collaboration abilities.

• Highly resourceful and able to work independently with minimal supervision.

• Willingness to occasionally work across various time zones in an international setting.

• Preferred, but not essential: Experience in property management, multifamily operations, rental portfolio management, and/or access control solutions.

🏝️ Benefits

• Potential for extension or permanent full-time employment based on performance and project pipeline.

• Opportunities for remote and/or on-site training and application support.

• Up to 20% travel may be required, with the possibility of increased travel for on-site training, troubleshooting, conference support, or other field activities.