Job Description

Overview of the Role

We are seeking a skilled Technical Support Representative with strong experience in access control software and a working, hands-on understanding of access control hardware. This role is primarily focused on remote and over-the-phone troubleshooting, supporting customers, installers, and partners in configuring, diagnosing, and resolving system issues. 

The ideal candidate has prior installation experience, understands how access control hardware functions in the field, and can clearly guide customers through troubleshooting steps with professionalism and confidence. The role further encompasses a wide scope of smart building technologies, including casework and troubleshooting related to energy management systems, leak detection solutions, and integrated smart building platforms. 

What You’ll Do

• Access Control & Smart Building Support
  • Provide Tier 2 remote technical support via phone, email, and ticketing systems
  • Troubleshoot access control software issues, including:
    • System configuration and initial setup
    • User, credential, and access level management
    • Permissions, schedules, and door behavior
  • Support and troubleshoot smart building systems, including:
    • Energy management and smart thermostat platforms
    • Lighting controls and energy-efficient systems
    • Leak detection and water monitoring solutions
• Hardware & Field Troubleshooting
  • Guide customers and installers through hardware-related troubleshooting remotely, including:
    • Door controllers, panels, readers, locks, and power supplies
    • Wiring verification and connectivity checks
    • Diagnosing installation and field-related issues without being on-site
  • Support integrations between access control software and physical hardware components
  • Assist with system onboarding, upgrades, and platform migrations
  • Problem Solving & Escalation
    • Analyze logs, system behavior, and reported symptoms to identify root cause
    • Document cases thoroughly, including troubleshooting steps and resolutions
    • Escalate complex or unresolved issues to engineering or advanced support teams as needed
  • Customer Experience
    • Deliver a high level of customer service, ensuring customers feel supported, informed, and confident in the solution
    • Communicate technical concepts clearly to both technical and non-technical users
    • Manage multiple support cases while maintaining accuracy and quality

What You Bring

• Must Haves:
  • 2–5 years of experience in access control technical support, system administration, or field installation
  • Strong experience supporting access control software in a live customer environment
  • Hands-on installation experience with access control hardware, including:
    • Door controllers and control panels
    • Card readers (prox, smart card, mobile credentials)
    • Electric strikes, mag locks, and power supplies
  • Ability to translate on-site installation knowledge into effective remote troubleshooting guidance
  • Experience providing technical support to customers or installers over the phone
  • Solid understanding of networking concepts related to access control and smart building systems (IP devices, PoE, connectivity)
  • Strong analytical and troubleshooting skills with the ability to identify root cause using logs, system behavior, and reported symptoms
  • Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users
  • Professional, patient, and solution-oriented approach when working with customers
  • Strong documentation habits with attention to detail when recording cases, troubleshooting steps, and resolutions
  • Ability to manage multiple support cases independently while maintaining accuracy, quality, and responsiveness
  • Customer-first mindset focused on effective problem resolution and positive customer outcomes
• Nice-to-Have
  • Experience with access control platforms and hardware such as:
    • Latch
    • PDK
    • ASSA ABLOY
    • Dormakaba
  • Familiarity with IoT and smart building technologies (Zigbee, Z-Wave, Wi-Fi)
  • Experience with mobile credentials, cloud-based access control, or smart lock platforms
  • Background working with system integrators, security installers, or managed service providers
  • Experience collaborating cross-functionally with engineering or product teams to escalate and resolve complex technical issues

Why You’ll Love It Here

• Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
• Wellness perks including an onsite masseuse and mental health support
• Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
• A culture that values innovation, growth, and having fun while doing it

Who We Are

We’re revolutionizing hospitality tech—offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.

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