Access Control Technical Support Specialist

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.
  
• 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.
• Review, diagnose and resolve customer technical questions for igloo software solutions, including web dashboards, apps, and basic API support.
• 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.
• 25% 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.
• Must have fundamental understanding of electrical circuits, AC/DC power supplies, relays, and the use of a digital multimeter.
• Experience handling challenging technical issues with a calm and methodical approach.
  
• 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.