About us: 

Latch was founded in NYC a decade ago with a vision to create unparalleled experience for residents through hardware and software. Now after 100+ million locks, we're continuing that vision to transform how people interact with spaces everywhere. With our newly established headquarters in St Louis we are continuing to unify access to spaces, services, and experiences that redefine the way we live, work, and connect. 

Latch is a part of DOOR with the mission to enhance the residential living experience with its DOOR app, which brings together products, services, technology, and community to reduce costs for building owners and deliver the living experience residents expect in today’s world. Built on the strong foundation Latch established with its access control and entry systems, the DOOR app is anchored by the Doorman, an AI assistant that combines the technology and unique data of each building to serve timely and relevant information to residents and property managers. From access control to monitoring for leaky toilets and checking the status of amenities and service providers, DOOR supports all the needs of residential living in one, easy-to-use app.

About the Role:

We are looking for a highly skilled and motivated Hardware Support Specialist to join our growing customer support team at Latch. The ideal candidate will have technical expertise, excellent problem-solving abilities, and a passion for helping others. You will play a key role in responding to support tickets, troubleshooting Latch 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 Latch products.

Key Responsibilities:

• Respond to Support Tickets and Calls: Assist property managers, installers, residents, and clients in troubleshooting and installing Latch hardware.
• Demonstrate Troubleshooting Expertise: Apply a deep understanding of proprietary troubleshooting methods specific to Latch 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 Systems: Proactively assess and monitor the performance of hardware systems to identify issues and implement preventive measures.
• Adapt and Learn: Stay updated on emerging technologies and adapt quickly to new tools and processes as Latch 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 Latch 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.

Qualifications:

• 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.

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/.