Careers at RemoteLock

Imagine using your phone to unlock the doors on your business or property and monitor who enters from halfway around the world. Whether managing automated guest and maintenance access, to a vacation rental property, or the IT assets of a Fortune 50 enterprise, RemoteLock is securely opening doors 100+ million times a year from the cloud.

RemoteLock is a leading provider of cloud-based access control and smart lock management software. Our cloud-based application, EdgeState, consolidates connected locks from different manufacturers on an easy-to-use SaaS solution enabling customers to remotely control access for guests, employees and support staff, saving time, money, and manpower.

We're a company with a 10-year track record of success and a start-up mentality. RemoteLock is fanatical about getting the right things done in a detailed and dependable manner. We are experts in the field with the humility to improve every day. We embrace challenges with open and honest communications and have the courage to always do the right thing. We value a healthy work-life balance and have fun being ourselves and serving our client base.

Customer Support Representative

As a Customer Support team member, the primary responsibility is supporting Remote Lock customer issues with the use of our web based software and the implementation and support of connected locks.

Accountability

Tier 1 and Tier 2 support for incoming client phone calls and emails
Taking ownership of client issues and resolving their primary concerns
Listening and clarifying customer concerns, determining the root cause of the problem and explaining in simple, understandable, and polite terms how to resolve their issue
Troubleshooting of lock hardware (including physical installation, connection to Wifi, and post-installation maintenance in Remote Lock software
Scheduling outbound client appointments for lock and software support
Providing direct expertise to customers on the use of Remote Lock Software as a Service offering to appropriate manage access to their properties and access users
Process customer warranty or refund claims
Maintain ticket information using Zen Desk, including but not limited to appropriate tagging of concerns, warranty and fulfillment information
Maintaining Customer Satisfaction Scores (CSAT) and follow-up with customers to address concerns resulting in improved CSAT
Work directly with individuals purchasing locks online to correct bad product reviews on Amazon
Minimize client cancellations due to service quality challenges

Requirements

Proven customer support experience, ideally with IoT (internet of things) products
Excellent Communication Skills (email and phone) and strong empathy and patience.
Strong phone communication skills; Clear annunciation, the ability to explain complex concepts in a simple manner, and active listening skills.
Customer orientation and ability to adapt/respond to different types of people and personalities.
Ability to multi-task, prioritize, and manage time effectively
Working knowledge of customer service software, ticketing system, databases and tools (Zen Desk and Net Suite are pluses)
Advanced troubleshooting and mechanical inclination
Attention to detail and excellent follow-up and research skills, along with an inherent desire to GET THINGS RIGHT THE FIRST TIME
Awareness of industry’s latest technology trends and applications, and Wi-Fi network knowledge a plus!

Salary Range $17-18/hour

Email to apply

Director of Strategic Manufacturing Channel Development

The Director of Strategic Manufacturing Channel Development is responsible for the development and management of RemoteLock’s strategic manufacturing partnerships in order to build key relationships, processes and end-user sales through key strategic manufacturing relationships.

Responsibilities

Superior understanding of the category product, business management and sales challenges and strategies
Sets short and long-term manufacturing channel sales strategies
Develops relationships and structures partnerships with manufacturing channel partners
Proactively leads joint partner planning processes that develop mutual performance objectives, financial targets, and critical milestones associated with a productive partner relationship
Establishes and maintains key performance metrics
Coordinates development of sales and marketing materials required for manufacturing channel relationships to be successful
Promotes RemoteLock within manufacturing channel organizations
Trains sales resources within manufacturing channel and attends client meetings with them where possible
Directs leads developed within the manufacturing channel to the appropriate salesperson/team within RemoteLock
Develops repeatable, scalable processes for successful expansion across new and existing manufacturing channel relationships
Participates in RemoteLock sales discussions as needed
Proactively manages potential manufacturing channel conflict with other manufacturing sales channels
Recommends product and service enhancements to improve customer satisfaction and sales velocity
Evaluates effectiveness of manufacturing partner programs and improves upon them

Qualifications

Ability to negotiate and structure partnerships
Demonstrated Coaching, Leadership skills
Cross functional expertise (sales, business development, marketing).
4-7 years’ experience in Access Control, PACS, SaaS
4-7 years’ experience developing manufacturing channel partnerships
Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers, and customers
Excellent verbal and written communication skills
Strong GSuite/Microsoft Office skills
Excellent presentation skills
Bachelor's Degree
Travel 25%-50% with potentially some international travel

Salary Range: $90-120k base / $200k OTE

Email to apply

NetSuite Administrator / IT Manager

The System Administrator is a vital part of the RemoteLock team. As a smaller company the role of the System Administrator is a significant individual contributor keeping key operational systems functioning and maturing to meet the needs of RemoteLock’s growing success. The right person for this role will blend technical understanding with strong process disciplines and communication skills to fill administration and technology support needs of the organization.

Responsibilities

Administration of Netsuite
Go to Subject Matter Expert and Hands on Troubleshooter for all Netsuite needs
Administer user setups, profiles and roles, reports, dashboards within Netsuite and Zendesk
Administer, improve and correct any problems in Netsuite related to customer setup, item setup, vendor setup, sales order processing, product inventory management or other functional areas
Manage configuration and operation of NetSuite based on business requirements
Build strong cross organizational relationships with business stakeholders Partner with Operations and Accounting teams to design, create and manage workflow rules, tasks, data validation and improvements
Keep informed on new NetSuite features and functionality and provide recommendations for improvements
Reviewing scheduled NetSuite updates and researching any issues updates make to RemoteLock customizations
Proactively ensure data integrity and accuracy along with completeness of key functional areas on all internal systems with extra attention to Netsuite Conduct Forensics, Troubleshoot and correct reported problems or challenges to data integrity or process completion on all internal systems
Comfortable creating reports and dashboards within Netsuite and Zendesk
Act as technical liaison managing integrations to Zendesk, Hubspot. RFSmart, Shopify and other third party and RemoteLock applications
Manage Netsuite Suite Apps including Avalara Tax System
Manage Google Apps Suite
Analyze and troubleshoot basic computer systems, software and peripherals
Support new hire onboarding process by preparing login ids, purchasing laptops and configuring for usage
Maintain workstations, phone systems and peripherals

Qualifications

3+ years as acting Netsuite administer, additional years working with Netsuite in other capacities is a plus
Experience working with the Advanced Inventory Module and complex inventory SKUs in Netsuite
Self motivated with a strong sense of responsibility to work independently defining, prioritizing and completing tasks
Ability to analyze and troubleshoot basic computer systems, software and peripherals
Solution oriented professional willing to jump in, diagnose core problems, propose and implement strong solutions to complex business problems
Familiarity with basic accounting and inventory management business processes
Strong communication skills, able to build cross organizational rapport and dependability
Experience working with middleware and API communications between Netsuite and other systems including an understanding of data mapping, currency.
Ability to read and understand Netsuite table structures
Excellent written and verbal communication skills
Solid problem solving and analytical skills
Comfortable teaching others how to be self sufficient within Netsuite, Zendesk and Google Suite
Proficient in Google Suite of Products
Experience with Microsoft Office Suite
Experience working with Helpdesk systems like Zendesk
Experience working with VOIP based phone systems
A learner’s mindset as we are continually looking at how to improve the effectiveness and productivity of our IT systems
Knowledge or experience with SuiteScript a plus
Netsuite Administrator Certification is a plus
Understanding of SQL is a plus.

Salary Range $75-85k/year

Email to apply

Product Owner

The Product Owner is an integral part of the Product team at RemoteLock. The Product Owner identifies market opportunities and needs and works closely with the rest of the Product team to prioritize and define new features and changes to the platform, collaborates with the Engineering team to make those a reality, then evangelizes and enables features to the rest of the company. This person is also instrumental in managing the lifecycle of the product after development is completed to ensure that RemoteLock gets the maximum value from it. The right person for this role will blend technical understanding with market vision, market research, and communication and leadership skills.

Responsibilities

Craft quarterly roadmaps by aligning key enhancements with quarterly objectives
Gather and synthesize requirements from customers, subject matter experts, and internal stakeholders
Work with Chief Product Officer to maintain longer term roadmaps aligned with expected market needs and company goals.
Define feature functionality in collaboration with Design and Engineering
Manage and prioritize the product backlog for RemoteLock’s products
Break down features to be developed into executable milestones and individual user stories
Lead Agile sprint planning and manage day-to-day development activities with the engineering team
Perform acceptance testing and verify features' release readiness
Act as a liaison between Product and Sales, Customer Support, and Customer Success
Own the products post-launch to ensure that RemoteLock maximizes the value from them.
Document features and changes to the platform
Triage emerging issues and communicate timing and fixes with Customer Support
Collaborate on the design of new products and features
Align key enhancements with quarterly objectives to identify candidates for quarterly roadmaps
Improve existing processes for product definition

Qualifications

4+ years in product management owning one or more products in a SaaS environment
2+ years experience driving change within a SaaS software organization
Ability to break down complex features into user stories
Ability to explain both big picture (why a feature is important, why the design is what it is) and fine details (detailed acceptance criteria)
Define epics and user stories, drive backlog allocations, collaborate on UI/UX and partner with the engineering team in the development life cycle
Accomplished working with teams, leading discussions, facilitating decision making and buy-in
Comfortable with technical details
Firm knowledge of SaaS, internet technologies, browser technologies, web apps, and mobile apps
Demonstrated ability to identify market directions, trends and needs and translate them into requirements along with corresponding business cases.
Excellent written and verbal communication skills
Ability to work remotely and with remote teams
Technical fluency; understanding and discussing software architecture concepts, schedule tradeoffs, and new opportunities with technical team members
Agile Product Owner certification preferred
Experience in physical access control a plus

Salary Range $115-125k/year

Email to apply

QA Automation Engineer / SDET

RemoteLock is seeking a tester to join our Software Quality Assurance team creating and supporting automation testing of our web, mobile & API products. We need a self-driven, independent worker that enjoys being part of a team and is willing to roll up their sleeves & likes to jump in when help is needed.

The right fit is someone that enjoys coding but has an appreciation of exploratory testing & will use that combination to give us tools to ensure our software is stable and reliable for our customers. You want to bring your skills to a new set of problems, learn different ways to do things, get your hands dirty and add value to the project & team. RemoteLock is an agile environment that has software releases every day and believes in working smart & efficiently.

Responsibilities

Choose & implement appropriate automation tools for feature and functional testing (positive & negative)
Create a robust & flexible test system that augments our development lifecycle with adequate coverage and accurate reporting so the team can quickly determine results
Collaborate with developers to understand code architecture; understand new functionality to create appropriate tests
Develop & maintain regression test suites that run frequently to ensure stability
Keep a tab on production issues, adding appropriate regression tests to match real customer use cases
Assist the team with manual/exploratory testing as needed
Explore the interaction of our RemoteLockTM smart lock products with our SaaS platform, testing firmware & software enhancements
Demonstrate technical competence and solid interpersonal skills within a collaborative work environment
Identify potential issues and perceived risk-factors related to end-user experiences as they interact with our web applications across a variety of popular browsers and mobile platforms

Qualifications

1-3 years in software development position (QA, DevOps, Dev)
Hands on experience with industry testing tools (Appium, Selenium/ WebDriver, Cypress, Cucumber, Postman or other equivalents)
Hands on experience creating and executing test cases and reporting on results
Strong communication skills, written and verbal
Must be self-motivated as well as creative and efficient in proposing solutions to complex, time-critical problems
Ability to quickly switch between multiple projects as deadlines and priorities change
Desire to operate in a fast-paced, entrepreneurial and fun environment

Bonus Points for

Experience with API testing
Experience setting up CI/CD
Skills with Ruby, React JS and/or React Native
Time working with IoT or SAAS
Interest in UI/UX
Git, Subversion or equivalent source code repository and related practices
Understanding of project management principles, methods, techniques and web-based tools
Comfortable doing work at command line level, without GUI’s

Salary Range: $55-65k/year

Email to apply

Regional Sales Executive

The Regional Sales Executive is responsible for prospecting and developing business within an assigned territory, establishing relationships with key decision-makers and driving the sales process from prospect through close under the guidance of the Revenue Team Leadership. This position requires detailed knowledge of the complete portfolio of RemoteLock solutions as well as general knowledge of components and systems supported through integration (Software Platforms and wireless locks by other OEMs).

Responsibilities

Develop and execute on account plans to deliver maximum revenue potential
Prospecting, recruiting, cultivating and growing new accounts
Reporting and maintaining sales data through HubSpot that will influence monthly/quarterly sales reports, pipelines, forecasts, etc.
Managing the sales process to ensure delivery against key performance metrics, with a strong emphasis on new business sales
Consistently achieving quarterly and annual sales targets
Articulating and evangelizing the vision and positioning of RemoteLock and our solutions to differentiate our capabilities to new and existing clients
Creating and confidently delivering sales presentations that demonstrate the superiority of our products and brand
Developing a deep understanding of both the customers and competitive landscape, enabling a business dialogue to be conducted with C-level contacts and their teams
Exhibit a strong understanding of RemoteLock solutions and knowing when and how to engage pre-sales/technical assistance; working with internal teams to strategize on deal activities
Working closely with Customer Support teams to ensure customer satisfaction.

Collaborating with the senior executive team to establish and execute sales goals for the region.
Identifying and reporting opportunities for RemoteLock to improve its competitive product advantages, operational efficiencies, and overall profitability.
Improving overall job knowledge through educational seminars, professional trade publications, attending industry trade shows, and maintaining personnel trade network.

Qualifications

Minimum of 5 years sales experience preferably within the access control, building automation industry, SaaS, and software sales. Preference to candidates with domain expertise in the vacation rental or multi-family market space.

Verifiable track record of prospecting, qualifying, and closing new and existing account opportunities to exceed quota and grow revenue goals year over year.
Experience and success in navigating organizational hierarchy and identifying and getting to the economic buyer..
Excellent communication skills, both verbal and written.
Demonstrate self-confidence, energy and enthusiasm in a professional manner.
Ability to present ideas, expectations and information in a concise, well-organized way.
Proficiency with CRM tools, Google Apps, and other business software/tools.
Bachelor’s degree or equivalent experience.

Salary Range - $95-$140K OTE

Email to apply

Senior Writer and Editor

Applicants must include a cover letter and writing samples.

Are you a talented writer, editor, and storyteller? Are you passionate about creating clear, effective content in a collaborative, fast-paced environment? Do you enjoy digging into complex topics? If so, our marketing team has the perfect opportunity for you.

As RemoteLock’s senior writer and editor, you will ensure our written materials excel in their clarity, precision, and appeal. You’ll author content that drives customer engagement and reflects your passion for thoughtful, nuanced copywriting. You’ll tackle big, complicated ideas and translate them into content like blogs, case studies, whitepapers, and web pages.

You will take pride in the quality of your work and have impeccable grammar and proofreading skills. You enjoy supporting others with strong content—providing coaching with outlining, structural edits, and proofreading. You’ll report to the Creative Director and collaborate with a small marketing team and staff throughout the company.

The successful candidate will start out in a fully remote role, given the current social distancing and working guidelines, and transition to an in-office position or hybrid (in-office / remote) as circumstances change.

Responsibilities

Writing long and short-form content in a fast-paced environment, including industry articles, OpEds, white papers, weekly blog posts, sales collateral, web content, emails, and other campaign assets.
Editing the work of others, including providing support with outlines, structural edits, and proofreading.
Researching and understanding new markets, customers, and products.
Interviewing stakeholders to gain insight and shape your writing.
Distilling complex ideas down into compelling, digestible content.
Developing and establishing RemoteLock’s tone of voice.
Collaborating with the sales team to identify and pursue opportunities for customer case studies and testimonials.
Discovering creative narratives and insights to bring your work to life.
Turning technical, sometimes dry, concepts into compelling marketing content, while adjusting your writing style and vocabulary to different audiences.
Being a proactive problem solver; when you encounter an obstacle, you find a way around it.
Working quickly and flexibly in a startup environment.
Can consistently apply AP and Chicago style standards.
As part of a small marketing team, other duties and projects as assigned.

Qualifications

4+ years of experience as a marketing copywriter, preferably with experience in B2B, enterprise SaaS, or technology.
A portfolio of writing samples that highlight your exceptional work, including examples of websites, articles, case studies, advertising, and more.
Passion for your writing and a drive to always improve.
Ability to aggregate and synthesize large volumes of information from many sources.
Comfortable working through the ambiguity and change common in startups.
Well-rounded experience writing compelling headlines as well as long-form content.
Strong editing skills with an eye for detail.
Eagerness for collaboration and openness to feedback.
Great project management skills and an organized mind.
Bachelor's degree in journalism, or equivalent educational and professional experience.

Applicants must include a cover letter and writing samples.

Salary $60-90K, Depending on experience.

Email to apply