Groove Technology Solutions · 13 hours ago
Technical Support Representative, Access Control
United States
Full-time
Remote
Entry, Mid Level
2+ years expGroove Technology Solutions is revolutionizing hospitality tech, and they are seeking a skilled Technical Support Representative with strong experience in access control software. The role focuses on remote troubleshooting and support for customers, installers, and partners, ensuring effective resolution of system issues and delivering high-quality customer service.
Information Technology & Services
Responsibilities
Provide Tier 2 remote technical support via phone, email, and ticketing systems
Troubleshoot access control software issues, including:
System configuration and initial setup
User, credential, and access level management
Permissions, schedules, and door behavior
Support and troubleshoot smart building systems, including:
Energy management and smart thermostat platforms
Lighting controls and energy-efficient systems
Leak detection and water monitoring solutions
Guide customers and installers through hardware-related troubleshooting remotely, including:
Door controllers, panels, readers, locks, and power supplies
Wiring verification and connectivity checks
Diagnosing installation and field-related issues without being on-site
Support integrations between access control software and physical hardware components
Assist with system onboarding, upgrades, and platform migrations
Analyze logs, system behavior, and reported symptoms to identify root cause
Document cases thoroughly, including troubleshooting steps and resolutions
Escalate complex or unresolved issues to engineering or advanced support teams as needed
Deliver a high level of customer service, ensuring customers feel supported, informed, and confident in the solution
Communicate technical concepts clearly to both technical and non-technical users
Manage multiple support cases while maintaining accuracy and quality
Qualification
Required
2–5 years of experience in access control technical support, system administration, or field installation
Strong experience supporting access control software in a live customer environment
Hands-on installation experience with access control hardware, including: Door controllers and control panels, Card readers (prox, smart card, mobile credentials), Electric strikes, mag locks, and power supplies
Ability to translate on-site installation knowledge into effective remote troubleshooting guidance
Experience providing technical support to customers or installers over the phone
Solid understanding of networking concepts related to access control and smart building systems (IP devices, PoE, connectivity)
Strong analytical and troubleshooting skills with the ability to identify root cause using logs, system behavior, and reported symptoms
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users
Professional, patient, and solution-oriented approach when working with customers
Strong documentation habits with attention to detail when recording cases, troubleshooting steps, and resolutions
Ability to manage multiple support cases independently while maintaining accuracy, quality, and responsiveness
Customer-first mindset focused on effective problem resolution and positive customer outcomes
Preferred
Experience with access control platforms and hardware such as: Latch, PDK, ASSA ABLOY, Dormakaba
Familiarity with IoT and smart building technologies (Zigbee, Z-Wave, Wi-Fi)
Experience with mobile credentials, cloud-based access control, or smart lock platforms
Background working with system integrators, security installers, or managed service providers
Experience collaborating cross-functionally with engineering or product teams to escalate and resolve complex technical issues
Benefits
Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
Wellness perks including an onsite masseuse and mental health support
Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
Company
Groove Technology Solutions
Groove is your partner in property technology solutions to empower your customers to get the most enjoyment out of their stay.
51-200 employees
H1B Sponsorship
Groove Technology Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageLeadership Team
Cory Luker
CEO
Lance Platt
President & CEO
Recent News
Company data provided by crunchbase