{"schemaVersion":"jobsearcher.job.v1","id":"e5de207d8e1f409340e9d13b","url":"https://jobsearcher.com/jobs/e5de207d8e1f409340e9d13b","canonicalUrl":"https://jobsearcher.com/jobs/e5de207d8e1f409340e9d13b","title":"Technical Support Agent","description":"What is the purpose of this role?\n\nThe 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.\n\nThis 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.\n\nWhat is the role?\n\nAs 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.\n\nWe 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.\n\nWho is DOOR?\n\nDOOR (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping 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.\n\nWe 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.\n\nWhat will you do?\n\nProvide 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.\nTroubleshoot DOOR Products: Diagnose technical issues using documented troubleshooting procedures, internal tools, product knowledge, and sound technical judgment.\nOwn the Customer Experience: Take responsibility for assigned cases from initial contact through resolution or escalation, communicating proactively and setting clear expectations with customers.\nManage Support Cases: Maintain accurate and thorough case records, including troubleshooting performed, customer communication, resolution steps, and relevant technical information.\nIdentify 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.\nNavigate Support Systems: Utilize platforms such as Zendesk, Salesforce, and other internal tools to research customers, document interactions, track issues, and manage support workflows.\nCollaborate Cross-Functionally: Work effectively with Tier 2 Support, Hardware Support, Engineering, Product, Operations, and other teams to resolve customer issues and identify recurring problems.\nContribute to Knowledge Management: Identify documentation gaps, recurring questions, and troubleshooting opportunities that can improve internal processes and customer self-service resources.\nCommunicate Professionally: Explain technical concepts clearly and concisely to both technical and non-technical audiences while representing DOOR with confidence, humility, and professionalism.\nPrioritize Effectively: Manage multiple customer requests and competing priorities while remaining responsive, organized, and dependable.\nAdapt and Learn: Rapidly develop knowledge of new DOOR products, features, tools, processes, and troubleshooting methods as the business evolves.\nSupport the Team: Share knowledge, contribute positively to team discussions, assist teammates when appropriate, and help maintain a collaborative and solutions-oriented culture.\nParticipate 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.\nSupport Coverage Needs: Maintain flexibility to support evolving customer volume and business needs, including the possibility of weekend shifts when required.\n\nWhat do you bring to DOOR?\n\nExperience: 1-2 years of experience in technical support, customer support, IT, SaaS, hardware/software support, or a related customer-facing technical role.\nTechnical Aptitude: Ability to understand technical systems, learn new products quickly, and methodically troubleshoot hardware, software, networking, connectivity, or access-related issues.\nProblem-Solving Skills: Strong critical-thinking skills with the ability to gather information, isolate problems, follow troubleshooting processes, and determine appropriate next steps.\nLearning Agility: Demonstrated curiosity and the ability to learn quickly, adapt to unfamiliar situations, and become effective with new technologies and processes.\nOwnership & 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.\nCommunication Skills: Excellent verbal and written communication skills with the ability to provide clear, concise, confident, and professional responses.\nCross-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.\nOperational Discipline: Strong organizational and time-management skills with consistent responsiveness, attention to detail, and dependability.\nTeam-First Mindset: Humility, emotional maturity, and a willingness to support others, share credit, receive feedback, and contribute positively to team culture.\nSound 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.\nSystems Experience: Experience with Zendesk, Salesforce, or similar CRM and customer-support platforms is preferred.\nIndustry Experience: Experience with access control, IoT, smart building technology, networking, low voltage, or connected devices is preferred, but not required.\nGrowth Mindset: Interest in expanding beyond immediate responsibilities over time by developing stronger product knowledge, business understanding, judgment, influence, and leadership capability.\n\nDOOR 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.\n\nWhat is required (travel & physical requirements)?\n\nThis role is hybrid and requires 3 days per week in the St. Louis office.\nStandard 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.\nWeekend shifts may occasionally be required based on support coverage and customer volume.\nParticipation in a round-robin overnight on-call rotation approximately one to two nights per month is required.\nOccasional travel to DOOR locations, customer sites, or company events may be required.\nMust be able to lift up to 25 pounds at times.\n\nWhat does DOOR bring to the table?\n\nWe 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:\n\nParental Leave\nDOOR 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.\nFlexible Time Off\nWe offer a flexible time off policy to ensure employees have the opportunity to rest, recharge, and maintain well-being—so they can bring their best selves to work.\nFlexible Working Days\nWe support flexible work schedules, empowering employees to structure their workday in a way that best fits their personal and professional lives.\nComprehensive Health Coverage\nWe 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.\nLife & AD&D Insurance\nDOOR provides employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage.\nDisability Benefits\nWe 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.\nRetirement Planning\nEmployees are eligible to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options to support long-term financial goals.\nDOOR Equipment Setup!\nEmployees get a full setup of hardware from our home line of products as well as FREE monitoring!\n\nJoining us means:\n\nHaving teammates all over the world in the US, Argentina, Spain and Romania.\nCollaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.\nBeing encouraged to invent and innovate within your role and working in a company where calculated risk-taking is highly encouraged and thinking outside the box is a must.\n\nWe embrace diversity and strive to create an inclusive environment for all.\n\nAttention Job Seekers: Beware of job scams!\n\nJob scams are on the rise, and you should take steps to protect yourself in your job search. Here are some guidelines to help you stay safe if you are applying for a job with Latch or DOOR:\n\nCommunications from Latch or DOOR will always come from @latch.com or @door.com. Do not accept a job interview invitation with Latch or DOOR from anyone who does not contact you through an email that comes from @latch.com or @door.com.\nLatch never interviews candidates via Skype or in writing where you do not see the interviewer. All of our interviews happen either by video or in person.\nWe will never offer you a job based on a single conversation with someone claiming to be from our People organization. In all of our job interviews, you will always speak, by video or in person, with the hiring manager for the position.\nDo not share your sensitive personal information with anyone who purports to offer you a job at Latch or DOOR unless you verified that the offer is from Latch or DOOR (check email senders addresses). We will never ask you for your bank account information or your mother’s maiden name during the interview process.\nWe will never ask you to purchase any equipment with a promise that we will reimburse you after you begin working for us.\nIf you believe you were a victim of a job scam, you may report it to the FBI: https://www.ic3.gov/.","company":"Door Systems","rawCompany":"door systems","city":"Olivette","state":"MO","isRemote":false,"isActive":false,"createdAt":"2026-08-19T18:46:02.957Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"49-9011.00","title":"Mechanical Door Repairers","slug":"mechanical-door-repairers"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Agent","description":"What is the purpose of this role?\n\nThe 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.\n\nThis 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.\n\nWhat is the role?\n\nAs 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.\n\nWe 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.\n\nWho is DOOR?\n\nDOOR (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping 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.\n\nWe 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.\n\nWhat will you do?\n\nProvide 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.\nTroubleshoot DOOR Products: Diagnose technical issues using documented troubleshooting procedures, internal tools, product knowledge, and sound technical judgment.\nOwn the Customer Experience: Take responsibility for assigned cases from initial contact through resolution or escalation, communicating proactively and setting clear expectations with customers.\nManage Support Cases: Maintain accurate and thorough case records, including troubleshooting performed, customer communication, resolution steps, and relevant technical information.\nIdentify 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.\nNavigate Support Systems: Utilize platforms such as Zendesk, Salesforce, and other internal tools to research customers, document interactions, track issues, and manage support workflows.\nCollaborate Cross-Functionally: Work effectively with Tier 2 Support, Hardware Support, Engineering, Product, Operations, and other teams to resolve customer issues and identify recurring problems.\nContribute to Knowledge Management: Identify documentation gaps, recurring questions, and troubleshooting opportunities that can improve internal processes and customer self-service resources.\nCommunicate Professionally: Explain technical concepts clearly and concisely to both technical and non-technical audiences while representing DOOR with confidence, humility, and professionalism.\nPrioritize Effectively: Manage multiple customer requests and competing priorities while remaining responsive, organized, and dependable.\nAdapt and Learn: Rapidly develop knowledge of new DOOR products, features, tools, processes, and troubleshooting methods as the business evolves.\nSupport the Team: Share knowledge, contribute positively to team discussions, assist teammates when appropriate, and help maintain a collaborative and solutions-oriented culture.\nParticipate 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.\nSupport Coverage Needs: Maintain flexibility to support evolving customer volume and business needs, including the possibility of weekend shifts when required.\n\nWhat do you bring to DOOR?\n\nExperience: 1-2 years of experience in technical support, customer support, IT, SaaS, hardware/software support, or a related customer-facing technical role.\nTechnical Aptitude: Ability to understand technical systems, learn new products quickly, and methodically troubleshoot hardware, software, networking, connectivity, or access-related issues.\nProblem-Solving Skills: Strong critical-thinking skills with the ability to gather information, isolate problems, follow troubleshooting processes, and determine appropriate next steps.\nLearning Agility: Demonstrated curiosity and the ability to learn quickly, adapt to unfamiliar situations, and become effective with new technologies and processes.\nOwnership & 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.\nCommunication Skills: Excellent verbal and written communication skills with the ability to provide clear, concise, confident, and professional responses.\nCross-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.\nOperational Discipline: Strong organizational and time-management skills with consistent responsiveness, attention to detail, and dependability.\nTeam-First Mindset: Humility, emotional maturity, and a willingness to support others, share credit, receive feedback, and contribute positively to team culture.\nSound 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.\nSystems Experience: Experience with Zendesk, Salesforce, or similar CRM and customer-support platforms is preferred.\nIndustry Experience: Experience with access control, IoT, smart building technology, networking, low voltage, or connected devices is preferred, but not required.\nGrowth Mindset: Interest in expanding beyond immediate responsibilities over time by developing stronger product knowledge, business understanding, judgment, influence, and leadership capability.\n\nDOOR 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.\n\nWhat is required (travel & physical requirements)?\n\nThis role is hybrid and requires 3 days per week in the St. Louis office.\nStandard 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.\nWeekend shifts may occasionally be required based on support coverage and customer volume.\nParticipation in a round-robin overnight on-call rotation approximately one to two nights per month is required.\nOccasional travel to DOOR locations, customer sites, or company events may be required.\nMust be able to lift up to 25 pounds at times.\n\nWhat does DOOR bring to the table?\n\nWe 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:\n\nParental Leave\nDOOR 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.\nFlexible Time Off\nWe offer a flexible time off policy to ensure employees have the opportunity to rest, recharge, and maintain well-being—so they can bring their best selves to work.\nFlexible Working Days\nWe support flexible work schedules, empowering employees to structure their workday in a way that best fits their personal and professional lives.\nComprehensive Health Coverage\nWe 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.\nLife & AD&D Insurance\nDOOR provides employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage.\nDisability Benefits\nWe 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.\nRetirement Planning\nEmployees are eligible to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options to support long-term financial goals.\nDOOR Equipment Setup!\nEmployees get a full setup of hardware from our home line of products as well as FREE monitoring!\n\nJoining us means:\n\nHaving teammates all over the world in the US, Argentina, Spain and Romania.\nCollaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.\nBeing encouraged to invent and innovate within your role and working in a company where calculated risk-taking is highly encouraged and thinking outside the box is a must.\n\nWe embrace diversity and strive to create an inclusive environment for all.\n\nAttention Job Seekers: Beware of job scams!\n\nJob scams are on the rise, and you should take steps to protect yourself in your job search. Here are some guidelines to help you stay safe if you are applying for a job with Latch or DOOR:\n\nCommunications from Latch or DOOR will always come from @latch.com or @door.com. Do not accept a job interview invitation with Latch or DOOR from anyone who does not contact you through an email that comes from @latch.com or @door.com.\nLatch never interviews candidates via Skype or in writing where you do not see the interviewer. All of our interviews happen either by video or in person.\nWe will never offer you a job based on a single conversation with someone claiming to be from our People organization. In all of our job interviews, you will always speak, by video or in person, with the hiring manager for the position.\nDo not share your sensitive personal information with anyone who purports to offer you a job at Latch or DOOR unless you verified that the offer is from Latch or DOOR (check email senders addresses). We will never ask you for your bank account information or your mother’s maiden name during the interview process.\nWe will never ask you to purchase any equipment with a promise that we will reimburse you after you begin working for us.\nIf you believe you were a victim of a job scam, you may report it to the FBI: https://www.ic3.gov/.","datePosted":"2026-08-19T18:46:02.957Z","dateModified":"2026-08-19T18:46:02.957Z","hiringOrganization":{"@type":"Organization","name":"Door Systems","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Olivette","addressRegion":"MO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"e5de207d8e1f409340e9d13b"},"url":"https://jobsearcher.com/jobs/e5de207d8e1f409340e9d13b"}}