Field Technical Specialist
Renting a home is the world's oldest subscription service. People spend thousands of dollars every month for an experience that is outdated, inconvenient, analog, impersonal, and leaves a lot to be desired. Latch is working to make every building better, and while we've methodically executed this mission since our founding with great success, we're just getting started.
Leveraging our knowledge from companies like Apple, BCG, and IDEO, we’ve rethought how people interact with space. Latch delivers a full-building operating system designed to help owners, residents, and third parties like guests, couriers, and service providers, seamlessly experience the modern building. We’ve done this by combining software, devices, and services into a holistic platform that makes spaces more efficient, enjoyable, and profitable.
The next chapter of the Latch story will be our most exciting yet, and we’re looking for more talented team members to help fuel our growth.
Latch is seeking a Field Technical Specialist to support the implementation of Latch’s access systems into mid-to-large sized buildings across the US. This individual will work closely with our Field technical and project management teams, assisting with the installation and troubleshooting of complex access control & smart home integrations. This requires a deep knowledge of various electrified locking hardware, CCTV & IP Surveillance Systems, Intercom & telecom products, networking configurations & environments, smart home products, and thermostat / HVAC systems. This individual will also coordinate with our product and engineering teams to provide critical feedback on hardware and software product integrations and usage.
Responsibilities:
- Tier 3 remote and in-field support
- Technical on-site visits to support VIP customers and unique technical situations
- Work with Product and Engineering teams to raise technical issues and provide solutions
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Document technical knowledge in the form of notes and manuals
Qualifications:
- 5+ years experience working with access control and intercom systems is required
- Strong knowledge of access control systems and 3rd party hardware integrations such as elevators, door operators, garage gates, etc. is a must
- In depth low voltage knowledge as it pertains to access control is a must
- Locksmith experience is a must
- Willing to travel 30% of the time
- Zendesk experience - preferred
- Excellent analytic and communications skills
- Excellent organizational and time-management abilities
- Self-starter, initiator, strong presentation, interpersonal and consultative skills a must
- Bachelor’s Degree
- Proven training experience at a technical company (Optional)
Founded in 2014, Latch now has 300+ team members working to make spaces better places to live, work, and visit. Over half of our team members work in product development roles, and our team leverages established expertise in over 55 professional disciplines.
We offer unlimited Paid Time Off, a comprehensive benefits package, mental health support, and an environment where employees are surrounded by creative, empowered, and dynamic peers.
In conjunction with our core values: Contagious Determination, Humility, Trust, Inclusion, Action with Intent, and Privacy, we approach our work with care and a sense of duty, to make the world a better space.
We embrace diversity and strive to create an inclusive and equitable environment for all.
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