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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 systems-from 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

We're 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. You'll 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. You'll work closely with the VP of Customer Success to build support processes, training content, and a long-term support enablement strategy.

What You'll 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 We're 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 You'll 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.

"Let's 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 solutions. In return, we open doors for them wherever they go. With nearly 63,000 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, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.