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.
Skills Required
- 5+ years of experience in door hardware and access control installation and/or troubleshooting
- Four-year technical degree or equivalent experience
- Experience handling challenging technical issues calmly and methodically
- Fundamental understanding of electrical circuits, AC/DC power supplies, relays, and digital multimeters
- Ability to systematically develop troubleshooting paths without following a defined script
- Experience managing schedules and resolving issues in a timely manner
- Comfort with API, SDK, and software troubleshooting; developer experience is not required
- Strong documentation skills using CRM tools
- Curious mindset and willingness to identify better training and troubleshooting methods
- Ability to work in a fast-paced, agile environment and wear multiple hats
- Strong teamwork and cross-functional collaboration skills
- Ability to work independently with minimal supervision
- Willingness to periodically work across time zones in an international organization
- Experience in property management, multifamily operations, rental portfolio management, and/or access control solutions
What We Do
Anthony Chow and Kelvin Ho founded igloohome, a smart access company that makes smart locks and lock boxes, in July 2015. Since then, the company has grown to include an enterprise-focused vertical, iglooworks, which focuses on large-scale access management. Currently headquartered in Singapore, it has over 100 employees with 13 regional offices worldwide. In October 2020, iglooco was announced as the parent company of igloohome and iglooworks. Join us as we take a step forward to changing the world. At iglooco, we embrace diversity and encourage equal opportunities for all employees regardless of race, gender and religion. Visit https://www.igloohome.co/careers/ to find out more.
