What is the purpose of this role?

The Hardware Support Specialist will play a key role in responding to support tickets, troubleshooting DOOR hardware and assisting clients in managing and installing smart access solutions. This is a challenging and dynamic position that will require you to think critically, communicate effectively, and adapt to a variety of technical issues related to DOOR products.

What is the role?

As the Hardware Support Specialist you will join our growing customer support team at DOOR. The ideal candidate will have technical expertise, excellent problem-solving abilities, and a passion for helping others.

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?

• Respond to Support Tickets and Calls: Assist property managers, installers, residents, and clients in troubleshooting and installing DOOR hardware.
• Demonstrate Troubleshooting Expertise: Apply a deep understanding of proprietary troubleshooting methods specific to DOOR hardware and software.
• CRM and Ticketing Systems: Navigate CRMs like Salesforce and NetSuite, and ticketing systems like Zendesk, to manage and resolve cases.
• Use Engineering Platforms: Leverage platforms like Deepnote, Datadog, Jira, and Tableau to gather and analyze data related to hardware and software.
• Process RMAs and NDRMAs: Handle RMAs and NDRMAs via Salesforce, managing fulfillment and logistics for hardware cases.
• Collaborate with Engineering: Communicate issues effectively with the engineering team to identify and document widespread issues for prompt resolution.
• Hardware Support: Possess expertise in low voltage, networking, and troubleshooting hardware and software.
• Customer Communication: Provide clear, concise, and professional communication about complex technical issues to customers via phone and email.
• Document Issues: Maintain thorough records of support cases, solutions, and recurring problems, contributing to the development of a knowledge base and engineering reports.
• Collaborate with Product Teams: Work closely with engineering and product teams to relay user feedback and assist in testing new hardware and software releases.
• Monitor Hardware Products: Proactively assess and monitor the performance of hardware to identify issues and implement preventive measures.
• Adapt and Learn: Stay updated on emerging technologies and adapt quickly to new tools and processes as DOOR evolves.
• Escalation Management: Serve as the primary point of contact for escalated technical issues, ensuring they are resolved swiftly and efficiently while maintaining a high level of customer satisfaction.
• Root Cause Analysis: Conduct root cause analysis for recurring hardware issues and contribute to the creation of long-term solutions, collaborating with engineering to prevent future issues.
• Field Support: Remotely assist with on-site installations, troubleshooting, or audits of DOOR hardware, ensuring that installations are completed correctly and hardware operates as intended.
• Product Feedback Loop: Actively gather and document customer feedback to provide actionable insights for the product development team, contributing to product improvements and feature requests.
• Incident Management: Follow and contribute to incident management protocols, ensuring that significant technical issues are tracked, prioritized, and communicated effectively across departments.
• Compliance and Security: Ensure that troubleshooting and hardware support processes comply with industry standards, security protocols, and company policies.

What do you bring to DOOR?

• Experience: 2-5 years of experience in customer support or the tech industry, particularly in a hardware or technical support role.
• CRM and Ticketing Systems: Proficiency in Salesforce, NetSuite, and Zendesk.
• Engineering Platforms: Familiarity with platforms like Deepnote, Datadog, Jira, and Tableau.
• Technical Knowledge: Strong knowledge of hardware support, including low voltage, networking, and troubleshooting methods.
• Problem-Solving Skills: Excellent critical thinking skills with the ability to diagnose and resolve complex technical issues.
• Communication Skills: Ability to effectively communicate technical concepts to both technical and non-technical audiences, both verbally and in writing.
• Software Proficiency: Proficiency in GSuite and Office 365.
• Self-Starter: Ability to work independently, learn quickly, and manage time effectively.
• Preferred Education: A Bachelor's degree in Computer Science, Information Technology, Cybersecurity, Electronics Engineering, or a related field, or equivalent practical experience.
• Preferred Certifications: Certifications such as CompTIA A+, Network+, or vendor-specific credentials (e.g., Cisco, Microsoft).
• Cloud Infrastructure Experience: Knowledge or experience with cloud infrastructure (e.g., AWS, Azure) for troubleshooting remote hardware systems or connected devices.
• Smart Home/IoT Experience: Experience with smart home systems or Internet of Things (IoT) devices, especially in relation to hardware support.
• Project Management Skills: Ability to manage multiple support cases and projects simultaneously, ensuring timely and efficient resolution of tasks.
• Customer-Centric Mindset: A strong focus on customer satisfaction, with the ability to balance technical problem-solving with empathy and effective communication.
• Quality Assurance Experience: Experience with quality assurance processes to help identify and test potential hardware/software improvements and ensure high product standards.

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 is required (travel & physical requirements)?

• Occasional Travel to DOOR locations/conferences.
• This role will be hybrid (2-3 days in office)
• Must be able to lift up to 25 pounds at times

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/.