Technical Support Agent

Technical Support Agent The Technical Support Agent will serve as a frontline resource for DOOR customers, providing timely and effective technical support across DOOR hardware, software, and connected building solutions. This role is responsible for diagnosing customer issues, guiding users through troubleshooting steps, documenting support interactions, and escalating issues when necessary. This is a fast-paced and dynamic position for someone who is technically capable, highly accountable, eager to learn, and interested in growing their responsibilities as DOOR continues to evolve. As the Technical Support Agent, you will join our growing Customer Support team at DOOR. The ideal candidate is technically curious, customer-focused, organized, and comfortable operating in an environment where priorities and technologies can change quickly. We are looking for someone who can be successful in the role today while demonstrating the judgment, communication skills, ownership, and team-first mindset necessary to grow into future opportunities within the organization. DOOR (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platformhelping multifamily properties run more efficiently, grow revenue, and deliver smarter, more connected living experiences. From smart access and in-unit automation to building-wide controls, DOOR empowers owners, operators, and property teams to reduce overhead, protect asset value, and stand out in a competitive market. We believe smarter buildings make life simpler. At DOOR, you'll help shape a future where buildings anticipate needs, operate effortlessly, and quietly improve life for everyone inside. What will you do? 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. What do you bring to DOOR? Experience: 1-2 years of experience in technical support, customer support, IT, SaaS, hardware/software support, or a related customer-facing technical role. Technical aptitude: Ability to understand technical systems, learn new products quickly, and methodically troubleshoot hardware, software, networking, connectivity, or access-related issues. Problem-solving skills: Strong critical-thinking skills with the ability to gather information, isolate problems, follow troubleshooting processes, and determine appropriate next steps. Learning agility: Demonstrated curiosity and the ability to learn quickly, adapt to unfamiliar situations, and become effective with new technologies and processes. Ownership & accountability: 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. Communication skills: Excellent verbal and written communication skills with the ability to provide clear, concise, confident, and professional responses. Cross-functional collaboration: Ability to build productive working relationships across teams, understand how different functions contribute to the customer experience, and effectively context-switch as priorities change. Operational discipline: Strong organizational and time-management skills with consistent responsiveness, attention to detail, and dependability. Team-first mindset: Humility, emotional maturity, and a willingness to support others, share credit, receive feedback, and contribute positively to team culture. Sound judgment: 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. Systems experience: Experience with Zendesk, Salesforce, or similar CRM and customer-support platforms is preferred. Industry experience: 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. DOOR understands that job requirements sometimes exclude people who identify with historically marginalized groups from applying to jobs for which they are qualified. Even if you don't meet 100% of the requirements listed, or if you achieved these requirements through unconventional channels, we encourage you to apply. What is required (travel & physical requirements)? This role is hybrid and requires 3 days per week in the St. Louis office. Standard working hours are generally 8:00 a.m. to 5:00 p.m., with schedules subject to change based on customer volume and business needs. Weekend shifts may occasionally be required based on support coverage and customer volume. Participation in a round-robin overnight on-call rotation approximately one to two nights per month is required. Occasional travel to DOOR locations, customer sites, or company events may be required. Must be able to lift up to 25 pounds at times. What does DOOR bring to the table? We are reimagining what a supportive workplace looks like, from the inside out. To ensure every team member feels valued, we provide competitive compensation packages that reflect your skills and contributions. We offer a comprehensive suite of benefits such as employer-sponsored health, dental, vision and life options, and generous PTO, and an all-of-you, inclusive approach to benefits: Parental Leave DOOR provides company-supported parental leave for both primary and non-primary caregivers, along with tiered return-to-work options to support a smooth transition back to the workplace. Flexible Time Off We offer a flexible time off policy to ensure employees have the opportunity to rest, recharge, and maintain well-beingso they can bring their best selves to work. Flexible Working Days We support flexible work schedules, empowering employees to structure their workday in a way that best fits their personal and professional lives. Comprehensive Health Coverage We offer medical, dental, and vision plans with multiple coverage tiers, including the option to enroll domestic partners. Healthcare and flexible spending accounts (FSAs) are available, with employer contributions to help offset costs. Life & AD&D Insurance DOOR provides employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage. Disability Benefits We sponsor both short-term and long-term disability coverage, offering financial protection in the event of an illness or injury that prevents you from working. Retirement Planning Employees are eligible to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options to support long-term financial goals. DOOR Equipment Setup! Employees get a full setup of hardware from our home line of products as well as