Provide remote and onsite technical support for smart access control hardware and software. Diagnose door hardware, low-voltage wiring, power, API, SDK, and integration issues; document resolutions; train customers and technicians; install and evaluate products; collaborate with product and software teams; and support technical projects. The role requires independent troubleshooting, customer communication, documentation, schedule management, and up to 20% travel.
Job purpose
igloo is a leading provider of large-scale smart access management solutions for homes and cities globally. With a strong presence in over 2000 integration partners worldwide and products distributed by over 80 distributors, igloo is driving towards a keyless future. As part of our continued expansion into the North America market, we are seeking an Access Control Technical Support Specialist to join our team. This candidate will play a pivotal role in providing support, troubleshooting, project execution, and training services to maintain customer satisfaction and loyalty. This is an independent contractor role with potential for extension or permanent full-time conversion based on performance and project pipeline.
Join us at igloo and embark on an exciting journey to shape the future of smart access management. If you are a curious, hands-on technical person with a passion for customer satisfaction, we want to hear from you.
Duties and Responsibilities
- Review, diagnose and resolve customer technical door hardware questions for igloo hardware, including: smart deadbolts, smart padlocks and keyboxes, Bluetooth door controllers, and access control components such as readers and bridges.
- Review, diagnose and resolve customer technical questions for igloo software solutions, including web dashboards, apps, and basic API support.
- Assist on-site technicians or clients with low voltage wiring configurations, power supply issues, and diagnostics of igloo door control products.
- Clearly document support issues and resolution within company tools.
- Provide remote and/or onsite training and application support to strategic customers when needed.
- Install, test and evaluate new igloo products; provide feedback for operational and support improvements.
- Collaborate with the product team to ensure supporting product documentation is complete and accurate.
- Collaborate with the software development team to troubleshoot and resolve technical integration issues needing escalation.
- 20% travel possible, with potential to increase for onsite training, troubleshooting, conference support or other in-field activities.
Requirements
- 5+ years in door hardware and access control installation and/or troubleshooting roles.
- 4 year technical degree, or equivalent experience.
- Experience handling challenging technical issues with a calm and methodical approach.
- Fundamental understanding of electrical circuits, AC/DC power supplies, relays, and the use of a digital multimeter.
- Ability to actively listen to a problem, and systematically develop a troubleshooting path without following a defined script.
- Experience managing schedules; ensuring issues are resolved in a timely manner.
- Comfortable with API, SDK, and software troubleshooting, not necessarily a developer, but able to engage in technical discussions.
- Detail oriented; ability to clearly document issues and procedures within CRM tools.
- A curious mindset to question and identify better ways to train and troubleshoot igloo solutions.
- Ability to thrive in a fast-paced, agile environment and willingness to wear multiple hats.
- Strong team player with excellent cross-functional collaboration skills.
- Highly resourceful, capable of working independently with minimal supervision.
- Willingness to periodically work across time zones in an international organization
- Preferred but not required: Experience in property management, multifamily operations, rental portfolio management, and/or access control solutions.
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