Internal Job Title: Client Technical Support EngineerType of Employment: Full TimeDesired No. of Hours per Week: 40Job Level: Mid-Senior LevelWho We AreOur client is a fast-growing, VC-backed startup based in San Francisco, building the next generation of access control systems for modern buildings. Their award-winning solution replaces outdated key card systems with a seamless, touchless entry experience that combines access control and video intercom into one platform. Using facial recognition, mobile access, and PIN-based unlock, they’re redefining convenience and security for residential and commercial properties. Who You AreWe’re looking for a motivated and self-driven Client Technical Support Engineer with 1–3 years of experience in customer support. This is a remote role, but you must be located in the Eastern Time Zone. To thrive here, you’ll need to be patient, committed to customer success, technically savvy, and an excellent communicator.What You’ll DoServe as the first point of contact for Installers, Admins, and Users needing support in EST and Central time zones.Respond quickly to support requests to meet client SLAs.Create and maintain policies, procedures, training manuals, and support resources.Advocate for customers and identify ways to continually improve the client experienceTrack and share trends in client requests and product performance with Product, Engineering, and Partnerships teams to help drive improvementsCollaborate with operations and support teams to monitor and report on trendsBuild strong relationships with accounts to ensure success and generate referrals and case studies.What We’re Looking For1–3 years of client support experienceExperience with Zendesk and/or Salesforce is a big plusStrong verbal and written communication skillsClient-centric mindset with proven experience in a customer-facing role; SaaS experience is a bonusTech-savvy, quick learner who thrives in a fast-paced startup environmentAnalytical, detail-oriented, and highly organizedAble to work independently, juggle multiple priorities, and perform well under pressureProactive, resourceful, and eager to help the company scaleWhat We Offer:Work From Home: Fully remote setup with local supportGenerous Paid Time Off: Start with 18 paid leaves annuallyU.S. Holiday Observance: Enjoy U.S. holidays offProfessional Environment: Join a supportive, growth-oriented global team