Technical Support Agent

The Technical Support Agent will serve as a frontline resource for DOOR customers, providing timely and effective technical support across DOOR hardware, software, and connected building solutions. This role is responsible for diagnosing customer issues, guiding users through troubleshooting steps, documenting support interactions, and escalating issues when necessary.

This is a fast-paced and dynamic position for someone who is technically capable, highly accountable, eager to learn, and interested in growing their responsibilities as DOOR continues to evolve.

What is the role?

As the Technical Support Agent, you will join our growing Customer Support team  ideal candidate is technically curious, customer-focused, organized, and comfortable operating in an environment where priorities and technologies can change quickly.

We are looking for someone who can be successful in the role today while demonstrating the judgment, communication skills, ownership, and team-first mindset necessary to grow into future opportunities within the organization.

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?

What is the purpose of this role?

The Technical Support Agent will serve as a frontline resource for DOOR customers, providing timely and effective technical support across DOOR hardware, software, and connected building solutions. This role is responsible for diagnosing customer issues, guiding users through troubleshooting steps, documenting support interactions, and escalating issues when necessary.

This is a fast-paced and dynamic position for someone who is technically capable, highly accountable, eager to learn, and interested in growing their responsibilities as DOOR continues to evolve.

What is the role?

As the Technical Support Agent, you will join our growing Customer Support team  ideal candidate is technically curious, customer-focused, organized, and comfortable operating in an environment where priorities and technologies can change quickly.

We are looking for someone who can be successful in the role today while demonstrating the judgment, communication skills, ownership, and team-first mindset necessary to grow into future opportunities within the organization.

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.

• Provide Frontline Technical Support: Respond to customer inquiries through phone, email, chat, and other support channels, helping property managers, residents, installers, and other stakeholders resolve hardware and software issues.
• Troubleshoot DOOR Products: Diagnose technical issues using documented troubleshooting procedures, internal tools, product knowledge, and sound technical judgment.
• Own the Customer
  
  Experience:
  
  Take responsibility for assigned cases from initial contact through resolution or escalation, communicating proactively and setting clear expectations with customers.
• Manage Support Cases: Mainta…