Technical Support Agent

Door - Smart Access and Control
St. Louis
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Learning agility","Ownership","Cross-functional collaboration"]

Serve as a frontline technical support resource for customers using DOOR’s smart access and connected building solutions. Diagnose hardware/software issues, troubleshoot using internal tools and procedures, manage cases end-to-end, and escalate with clear context. Use Zendesk, Salesforce, and support workflows to document interactions and improve resolution. Collaborate with Tier 2 Support, Hardware Support, Engineering, and Product, contribute to knowledge management, and join an occasional on-call rotation.

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Door - Smart Access and Control
Door - Smart Access and Control
21 hours ago

Technical Support Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Serve as a frontline technical support resource for customers using DOOR’s smart access and connected building solutions. Diagnose hardware/software issues, troubleshoot using internal tools and procedures, manage cases end-to-end, and escalate with clear context. Use Zendesk, Salesforce, and support workflows to document interactions and improve resolution. Collaborate with Tier 2 Support, Hardware Support, Engineering, and Product, contribute to knowledge management, and join an occasional on-call rotation.
Location: St. Louis
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide frontline technical support to customers via phone, email, chat, and other channels.
  • •Troubleshoot DOOR hardware and software issues using documented procedures and internal tools.
  • •Own customer cases from initial contact through resolution or escalation, communicating proactively and setting expectations.
  • •Maintain accurate case records with troubleshooting steps, customer communication, resolution actions, and technical context.
  • •Collaborate cross-functionally with Tier 2 Support, Hardware Support, Engineering, Product, and Operations; identify recurring issues and improve knowledge resources.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceParental LeavePaid Leave401k

Key Requirements

  • •1-2 years of experience in technical support, customer support, IT, SaaS, or a related customer-facing technical role.
  • •Ability to understand technical systems and methodically troubleshoot hardware, software, networking, connectivity, or access-related issues.
  • •Strong critical-thinking problem-solving skills to gather information, isolate problems, follow troubleshooting processes, and choose next steps.
  • •Excellent verbal and written communication skills to explain technical concepts clearly to technical and non-technical audiences.
  • •Experience with Zendesk, Salesforce, or similar CRM and customer-support platforms is preferred.
Experience:SaaSHardware/software supportIoTSmart building technologyAccess controlNetworking
Skills:CommunicationProblem-solvingLearning agilityOwnershipCross-functional collaboration
Tech Stack:ZendeskSalesforce

Company Brief

Door - Smart Access and Control
Provides smart access and control solutions for residential and commercial properties, offering keyless entry hardware and cloud-based software for remote access management, user permissions, and integrations with building systems.
Industry: PropTech
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