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. Th