Technical Support Specialist

Location: Austin TX / Phoenix AZ (Remote)

About SiteOwl

SiteOwl is a B2B SaaS platform used by physical security integrators and enterprise security teams to manage the entire lifecycle of physical security systemsfrom initial design to installation maintenance and long-term asset tracking.

Customers upload digital floor plans place devices like cameras or access control readers and collaborate across teams through a unified system. The platform includes both desktop and mobile interfaces (including full offline functionality) powering operations in challenging real-world environments across retail education logistics and more.

About the Role

Were looking for a Technical Support Specialist to join our growing Customer Success organization. This role sits at the intersection of customer support technical problem-solving and enablement. Youll be a frontline resource for customers while also helping shape how support works as we scale.

This is a high-impact role with direct exposure to leadership. Youll work closely with the VP of Customer Success to build support processes training content and a long-term support enablement strategy.

What Youll Do

Customer Support (Level 1 & 2)

• Provide timely high-quality Level 1 and Level 2 technical support to customers via Zendesk
• Troubleshoot software issues configuration questions and workflow challenges
• Support customers with integrations and APIs including light debugging and technical investigation
• Escalate product issues clearly and effectively to Engineering and Product teams
• Act as a customer advocate by identifying recurring issues and root causes
  
  

Documentation & Training

• Create maintain and improve support documentation help articles and in app training
• Contribute to customer-facing training materials and enablement content
• Partner with Customer Success to ensure documentation supports onboarding adoption and ongoing usage
• Help standardize responses and knowledge base content to improve resolution time and consistency
  
  

Process & Tooling

• Help build and refine support processes workflows and SLAs as the team scales
• Identify opportunities to leverage automation and AI to improve efficiency and customer experience
• Follow established processes in Zendesk
• Collaborate with Product Engineering and CS to improve feedback loops and visibility into customer issues
  
  

Strategic Collaboration

• Work closely with the VP of Customer Success on support training strategy and operational maturity
• Provide insights on customer friction points that inform product improvements and CS strategy
• Play a key role in evolving support from reactive ticket handling to proactive enablement
  
  

What Were Looking For

Required

• 3 years of experience in technical support at a software or SaaS company
• Experience handling Level 1 and Level 2 support tickets
• Strong written and verbal communication skills
• A customer first attitude
• Problem-solver with a proactive can-do attitude
• Comfort working directly with customers on technical issues
• Ability to document processes and explain technical concepts clearly
• Light coding skills (e.g. JavaScript Python SQL) or experience troubleshooting APIs and integrations
  
  

Nice to Have

• Hands-on experience with Zendesk
• Experience with UserPilot or similar in-app guidance / adoption tools
• Familiarity with AI-powered support tools chatbots or automation
• Experience contributing to or owning a knowledge base
  
  

Why Youll Love This Role

• Direct influence on how support is built and scaled
• Close partnership with Customer Success and Product leadership
• Opportunity to shape training documentation and tooling strategy
• Exposure to product and engineering decision-making
• A chance to grow from support execution into support operations and strategy

ASSA ABLOY offers a competitive compensation and benefits package including bonus a 401(k) plan education assistance company car and an environment that reflects our commitment to our employees. The wage range for this role considers a broad scope of factors that are considered when making compensation decisions. Pay within each range is based on a variety of factors including but not limited to to primary work job-related knowledge skills experience training licensure and certifications business requirements geographic location and other business and organizational needs. This salary range is a reasonable estimate for this position at the time of posting. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time.

Working for ASSA ABLOY means that you will be part of a dynamic environment developing innovative solutions to improve our customers lives. As the global leader in door opening solutions we are using the latest technologies to open doors to events hospitals education homes hotels airports and businesses. Joining ASSA ABLOY means being part of a fast-moving company with many opportunities.

Lets open the doors to the future together!

ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran

We are the ASSA ABLOY Group
Our people have made us the global leader in access return we open doors for them wherever they go. With nearly 63000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.