Technical Support Liason

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 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 seeking a Technical Support Liason to oversee and resolve technical issues related to property operations, ensuring efficient functionality across systems and infrastructure. The ideal candidate will work closely with engineering teams, property managers, and support teams to troubleshoot software and system-related problems. This role requires strong problem-solving skills, technical expertise, and an ability to work in a fast-paced environment.
 

Key Responsibilities:

• Manage and resolve technical issues affecting property operations via Zendesk and Jira.
• Track and handle support tickets (IRPs) related to operational challenges.
• Collaborate with engineering teams to debug, troubleshoot, and implement fixes.
• Ensure timely resolution of critical and major incidents for customers and enterprise accounts.
• Document technical processes and maintain detailed reports on Latch’s internal and external software system performance.
• Support property managers and field teams in resolving operational and software-related issues.
• Participate in engineering sprints to improve system reliability and performance.
• Provide feedback to developers to enhance operational tools and technology.
• Conduct retrospectives and performance reviews to identify areas for improvement.
• Implement bulk data management solutions for property systems (e.g., key assignments, role permissions, resident access).

Qualifications:

• Bachelor’s degree preferred in Engineering, Computer Science, Information Technology, or a related field (or equivalent experience).
• Strong troubleshooting skills with a track record of resolving complex technical issues.
• Experience working in an Agile/Scrum development environment and participating in sprints.
• Ability to analyze data, create reports, and optimize system performance.
• Familiarity with ticketing systems like Zendesk and Jira.
• Strong communication and collaboration skills.

Preferred Skills:

• Experience in IoT devices, access control systems, and smart locks.
• Knowledge of SQL or other database management systems for troubleshooting.
• Understanding of software development processes and API integrations.
• Experience handling critical incidents and system outages

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,  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.