Tech Support & Onboarding Specialist

Remote available
Customer Support
Miami, FL 33139, USA
(Remote Available)
Full Time
Great place to work certified
About DoorLoop

Certified as a Great Place to Work®, DoorLoop is the easiest property management software used by landlords and property managers in over 100 countries worldwide.

As a SaaS company with $10M in funding, 3 offices worldwide (Miami, London, Israel), and tens of thousands of units being managed, we are one of the fastest growing prop-tech companies with over 400% growth this year!

We know what it takes to build a world-class company – and it all starts with a world-class team. If you want to work with a fast growing tech startup that values transparency, feedback, and growth, DoorLoop is for you.

The Role

Our tech support and help desk technicians are vital to the happiness and longevity of our members. As IT support, we strive for a high satisfaction (NPS) score, and do everything we can to resolve our members questions and issues.

  1. IMPORTANT: Majority of the role is training and onboarding new customers to our software.
  2. Onboard multiple customers daily and engage them in the software as quickly as possible.
  3. Tech support specialists monitor and respond to any new messages in the help center (powered by Intercom), and answer incoming support calls.
  4. Use the Console & Chrome DevTools to diagnose and report issues for our dev team to fix.
  5. Solve basic to advanced technical issues ranging from general software questions to advanced API or 3rd party integrations.
  6. We help our customers by phone, chat, email, and Zoom.
  7. Help create new articles & tutorials with screenshots, GIFs, and videos.
About You

People that do best in this role have these personality traits and work habits:

  1. You love building relationships and put a high value on customer service. You thrive in a fun and competitive, yet team oriented environment.
  2. Very technical and computer savvy with strong troubleshooting abilities. If you know what RAM and SSD are, and everyone in your family always calls you to fix their computer issues, we're looking for you!
  3. You are a problem solver that loves to find the root cause of the problem and self-diagnose, fix, or recommend a fix.
  4. Loves helping and training others including co-workers and customers.
  5. Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.
  6. Organized and focused.
  7. Coachable and trainable, open to learning and listening from your peers and those around you.
  8. Willing to adapt and change as the company grows and the role changes.
  1. Must be able to legally work in the US and in our office full-time in South Beach (560 Lincoln Road, Miami Beach, FL 33139). You can relocate from another City, State, or Country if needed.
  2. Fluent in English reading, writing, and speaking
  3. Types at least 45 words per minute
  4. Tech-savvy and great with computers
Bonus Points
  1. Any previous experience working in a SaaS company doing tech support, help desk, or IT is a major plus.
  2. Speaking and writing in multiple languages is a plus, but not necessary.
  • Unlimited paid time off with unlimited personal, vacation, and sick days.
  • 401k with 4% matching. No time delays with instant vesting. Enroll and keep all money on day 1.
  • Health insurance reimbursement of $200/month, or $400 if you have a dependent (children, etc...) to any plan of your choice (including affordable care or your spouses plans).
  • Company expense card and monthly stipend for any business expenses (training courses, certifications, equipment, whatever you want!).
  • World class training program where you're paired with an onboarding buddy to ensure your success.
  • Monthly investment classes from our co-founders on how to invest your money in a diversified portfolio of real estate, stocks, IRA, 529 Plans, and more.
  • Work on Lincoln Road (for those working in our Miami office), the most vibrant street worldwide with great restaurants, activities, and walking distance from the beach.
  • No micromanagement - We believe responsible people thrive on freedom.
  • Great equipment - Ergonomic chairs, stand-up desks, Mac or PC laptops, dual monitors, and more.
  • No rules - No dress code, policies, or handbooks. Just do great work & have fun!
  • Get paid bi weekly with Gusto payroll - Split paychecks between different bank accounts, save money automatically towards a travel or emergency fund. Get a high-interest savings account, free payroll advances, and more.
Additional Information

Please only apply if you're very serious. As an equal opportunity employer with a non-biased interview process, you will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously.

You will work directly with our co-founder and director of customer success and will receive training on the software (usually takes less than a week to get going). You will have tutorials to use as a reference, or send to our members to help them.

Salary is based on experience and ranges from $30,000 to $50,000 per year. There are great growth opportunities in this role as you move up to become a higher level technician with time and experience.

Learn more about us from our careers page. We look forward to hearing from you soon!

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Tech Support & Onboarding Specialist


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