Locks & Mobile Key Support Engineer

About the Role

We are looking for a Locks & Mobile Key Support Engineer to join a leading technology company specialized in hospitality solutions, including electronic locking systems, access control, RFID technologies, and mobile key solutions.

The successful candidate will provide technical support for hotel customers worldwide, ensuring the continuity and performance of mission-critical systems. This is a hands-on support role combining troubleshooting, incident management, customer interaction, and technical problem-solving.

Key Responsibilities

• Provide L1 and L2 technical support via phone, email, and ticketing systems.
  
• Diagnose and resolve technical incidents related to electronic locks, access control, RFID, and mobile key solutions.
  
• Manage and prioritize support tickets in accordance with SLA requirements.
  
• Perform remote troubleshooting and screen-sharing sessions with customers.
  
• Conduct root cause analysis and identify corrective actions.
  
• Monitor incidents through to resolution and ensure timely customer communication.
  
• Support customers with system configuration, issue investigation, and operational guidance.
  
• Contribute to knowledge base articles and self-service documentation.
  
• Collaborate with internal teams to escalate and resolve complex technical issues.
  
• Participate in on-call support outside business hours when required.
  

Requirements

• Minimum 1 year of experience in Technical Support, Help Desk, Service Desk, or Customer Support roles.
  
• Experience with ticketing systems and incident management processes.
  
• Strong troubleshooting and remote support skills.
  
• Understanding of networking fundamentals.
  
• Knowledge of operating systems and remote diagnostic tools.
  
• Experience working within SLA-driven support environments.
  
• Excellent communication and customer service skills.
  
• Professional level of English (C1 or higher).
  
• Portuguese residency.
  

Preferred Qualifications

• Experience with electronic locking systems.
  
• Knowledge of access control technologies.
  
• Experience with RFID solutions and card technologies.
  
• Familiarity with mobile key solutions and hospitality technology environments.
  
• Previous experience supporting hotel technology systems.
  

Soft Skills

• Strong analytical and problem-solving abilities.
  
• Customer-focused mindset.
  
• Ability to work autonomously and take ownership of issues.
  
• Excellent organizational and multitasking skills.
  
• Attention to detail.
  
• Team-oriented attitude.
  
• Strong verbal and written communication skills.