Technical Support Specialist

Job Description

Job Description

About MyDoorView

MyDoorView is a leading provider of smart video intercom and access control solutions designed for modern buildings, multifamily communities, and commercial properties. Our cloud-based platform simplifies access, enhances security, and improves the user experience for residents, visitors, and property managers alike. We are growing rapidly and looking to expand our support team with passionate professionals who thrive in a fast-paced, customer-first environment.

• This is a remote position based out of Phoenix, Arizona.

Position Overview

The Technical Support Specialist is a key member of the MyDoorView support team, responsible for assisting dealers, installers, and end users with technical issues, system configurations, and troubleshooting related to our video intercom and access control solutions. This role requires strong communication skills, a customer-focused mindset, and a technical aptitude to resolve issues efficiently and professionally.

Key Responsibilities

Provide Tier 1 and Tier 2 technical support via phone, email, and chat to MyDoorView dealers, partners, and end users.

Diagnose and troubleshoot hardware, software, and network issues related to MyDoorView devices, web portal, and mobile app.

Guide dealers through product installations, configuration steps, and firmware or software updates.

Utilize support tools and CRM platforms (e.g., HubSpot) to track and resolve support tickets in a timely manner.

Document solutions and contribute to internal knowledge base and customer-facing FAQs.

Monitor and identify recurring issues and trends to proactively improve product reliability and customer satisfaction.

Qualifications

Required :

3+ years in a technical support, help desk, or field service role (preferably in access control, security systems, or related technology).

Solid understanding of basic networking concepts (IP addressing, PoE, firewalls, etc.).

Ability to read wiring diagrams and familiarity with low-voltage hardware installation.

Excellent communication and interpersonal skills with a strong sense of customer empathy.

Strong organizational and time management skills.

Comfortable working independently and managing multiple priorities in a remote environment.

Preferred :

Experience supporting IP-based intercoms, cloud-based access control systems (e.g., Brivo, PDK), or surveillance solutions.

Familiarity with CRM or ticketing systems such as HubSpot, Salesforce, or Zendesk.

Basic understanding of APIs and system integrations.

Why Join MyDoorView?

Competitive compensation and benefits package

Flexible remote work options

Opportunity to work with an innovative and growing team in the smart building technology space

Fast-paced environment with room for professional growth and development

A supportive team culture focused on integrity, collaboration, and customer success

Unlimited DTO (Discretionary Time Off) – We trust our team to take the time they need to recharge

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