Technical Support Specialist II

What is the purpose of this role?

The Technical Support Specialist II serves as a key technical resource within DOOR's Customer Support organization, responsible for troubleshooting and resolving escalated hardware, software, and connected building technology issues.

This position plays an important role in maintaining reliable building access, supporting our customers and installation partners, and collaborating with Engineering, Product, and Operations teams to resolve technical challenges. We are seeking a technically curious, resourceful, and accountable problem-solver who enjoys investigating complex issues, takes

ownership of customer outcomes, and is eager to expand their technical expertise

Who is DOOR?

DOOR (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.

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?

Advanced Technical Troubleshooting & Escalation Management

● Serve as a Tier 2 escalation resource for hardware, software, networking, and access control issues requiring additional technical investigation.

● Diagnose and troubleshoot connected building technologies, including smart locks, electronic access readers, intercoms, cameras, IoT devices, and related systems.

● Apply structured troubleshooting techniques to investigate network connectivity, device communication, firmware, power-related issues, and hardware configurations to identify appropriate solutions.

● Support time-sensitive access issues and customer escalations while following established incident response and communication procedures.

Customer Experience & Technical Ownership

● Take ownership of assigned technical escalations, coordinating troubleshooting efforts and next steps through resolution or appropriate escalation.

● Provide clear, professional technical guidance to property managers, installers, channel partners, and customers through phone, email, and other support channels.

● Remotely assist field technicians with hardware troubleshooting, wiring verification, device configuration, and installation-related challenges.

● Demonstrate sound technical judgment by recognizing when continued troubleshooting is no longer productive or when customer impact warrants immediate escalation, ensuring the appropriate resources are engaged promptly.

Engineering, Product & Cross-Functional Collaboration

● Collaborate with Engineering, Product, and Operations teams to investigate technical issues, recurring failures, and potential product defects.

● Gather diagnostic information, review system logs, and document technical findings to support effective troubleshooting and engineering escalations.

● Share customer feedback, recurring issue patterns, and technical observations to support product improvements and new product readiness initiatives.

Hardware Operations & Process Improvement

● Evaluate hardware failures and coordinate Return Merchandise Authorizations (RMAs), warranty reviews, replacement logistics, and related support workflows.

● Maintain accurate case documentation and technical records using customer relationship management, ticketing, and diagnostic platforms.

● Contribute to troubleshooting guides, standard operating procedures, and internal knowledge resources to improve team efficiency and consistency.

● Share technical knowledge and suggest improvements to support workflows, helping reduce recurring issues and improve the overall customer experience.

What do you bring to DOOR?

Required Qualifications

● Technical Experience: 3+ years of experience in technical support, hardware troubleshooting, IT, IoT, or a related technical field, with demonstrated experience investigating and resolving technical issues.

● Technical Foundation: Working knowledge of networking fundamentals, hardware and software troubleshooting, and connected devices, with the ability to learn proprietary technologies and diagnostic tools.

● Problem-Solving Skills: Strong analytical and troubleshooting abilities with the judgment to identify appropriate solutions, seek additional resources, or escalate issues when necessary.

● Ownership & Accountability: Demonstrated ability to manage technical support cases, communicate proactively, and follow through on commitments.

● Communication Skills: Excellent verbal and written communication skills, including the ability to explain technical concepts to both technical and non-technical audiences.

● Technical Learning Agility: Ability and willingness to quickly learn proprietary hardware, software, troubleshooting processes, and evolving product functionality.

● Collaboration & Professionalism: Ability to work effectively across teams, manage competing priorities, and maintain professionalism during high-pressure situations.

Preferred Qualifications

● Experience with electronic access control systems, smart locks, security systems, building automation, or multifamily property technology.

● Familiarity with low-voltage electrical systems, wiring, relays, power supplies, Ethernet, PoE, Bluetooth, or IoT communication technologies.

● Experience with ticketing, CRM, or diagnostic platforms such as Zendesk, Salesforce, Jira, Datadog, or similar tools.

● Experience supporting field technicians, installers, system integrators, or other technical service providers.

● Familiarity with technical documentation, root cause analysis, process improvement, automation, or AI-assisted productivity tools.

● Relevant technical certifications, training, or equivalent hands-on experience in networking, electronics, or IT.

What does success look like?

Successful Technical Support Specialists II demonstrate more than the ability to close tickets. They combine technical problem-solving, accountability, and effective communication to deliver positive customer outcomes while contributing to the continued improvement of our support organization.

Success in this role includes:

● Technical Effectiveness: Consistently investigate and resolve escalated technical issues while demonstrating sound judgment in determining when additional support or escalation is necessary.

● Customer Experience & Accountability: Maintain clear communication, accurate documentation, and ownership throughout the troubleshooting process, ensuring customers receive timely and professional support.

● Collaboration & Continuous Improvement: Build productive relationships across teams, share technical knowledge, and contribute to improvements that strengthen support processes and customer outcomes.

What is required?

● This is a hybrid position requiring three days per week in the St. Louis office.

● Standard working hours are generally 8:00 a.m. to 5:00 p.m. Central Time, with adjustments based on customer volume and operational needs.

● Participation in an overnight on-call rotation approximately one to two nights per month is required.

● Occasional weekend coverage may be required.

● Occasional travel to DOOR locations, customer properties, or company events may be necessary.

● Must be able to lift up to 25 pounds at times.

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 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-being—so 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 FREE monitoring!

Joining us means:

• Having teammates all over the world in the US, Argentina, Spain and Romania.
• Collaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.
• Being 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.

We embrace diversity and strive to create an inclusive environment for all.

Attention Job Seekers: Beware of job scams!

Job 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:

• Communications 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.
• Latch 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.
• We 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.
• Do 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.
• We will never ask you to purchase any equipment with a promise that we will reimburse you after you begin working for us.
• If you believe you were a victim of a job scam, you may report it to the FBI: https://www.ic3.gov/.