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

The Customer Support Representative is an integral part of the Customer Success, Support and Sales teams. This position's primary responsibility is to support the Remote Lock customer by providing exceptional customer service and resolving issues with our cloud-based software and hardware solutions.

Customer Support Representatives should have a strong work ethic, dependability, reliability, curiosity and hunger for learning, great communication skills and commitment to providing excellent service interactions with our customers.

Responsibilities

Providing Tier 1 and Tier 2 support for incoming customer 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 lock hardware, including but not limited to physical installation, connection to Wifi, and post-installation maintenance in RemoteLock software
Scheduling outbound client appointments for hardware and software support
Providing direct expertise and training to customers on the use of RemoteLock Software that will enable them to manage access to their properties and users access.
Processing customer warranty or refund claims
Maintaining ticket information using ZenDesk, 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
Working directly with customers purchasing hardware and software online to ensure an excellent customer service experience
Minimize client cancellations due to service quality challenges

Requirements

Minimum of 2 years 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, professional vocabulary and 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 multitask, prioritize, and manage time effectively
Dependable, Reliable, Strong Attendance
Working knowledge of customer service software, ticketing system, databases and tools (Zendesk and NetSuite 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,
Wi-Fi network knowledge a plus

Salary $17-18 per hour

Email to apply

Senior Firmware Engineer

As the Senior Firmware Engineer, you will be responsible for developing embedded solutions for the RemoteLock suite of wifi-connected locks. The engineer should be innovative and highly skilled in design and development of firmware on resource constrained tiny embedded systems and power with no OS. The role is also responsible for system level development including wireless / BLE protocols, handshake mechanisms, and communication with iOS and Android devices and cloud base software.

Responsibilities

Perform full firmware development cycle including requirements capture, project planning/estimating, analysis, development, board bring up, acceptance testing and configuration management
Design, develop and debug new firmware for electronic smart locks communication over WiFi and BLE
Maintain and improve existing designs and source code
Read and understand schematics, component datasheets and detailed technical specifications for interfacing, testing, and troubleshooting hardware
Implement low-level device control over SPI, I2C, UART, and other buses
Develop and manage software and design documentation. Maintain up-to-date documentation on all projects to include version control, list, and configuration files
Support root cause analysis and issue resolution of integrated software and electrical solutions
Design security to ensure secure lock with WiFi and BLE
Optimize for maximum battery life on embedded platform

Qualifications

6+ years as a firmware developer
4+ years of deep firmware design and development experience
Experience working with Electrical and Software Engineers collaborating on requirements
Ability to work with internal and external designers to optimize board performance against requirements
Expert in bare metal development
Expert in low level C and C++ programming
Expert in battery optimization for maximum device life
Expert in BLE (Bluetooth Low Energy) and 802.11 protocols
Experience in security / encryption for authentication and data integrity
Experienced in STM32 processors subsystems
Ability to develop for low power ARM MCU
Fluent in JTAG, UART, I2C, SPI and other interfaces
Knowledge of embedded system tool chains (IDEs, compilers, linkers, debuggers, git)
Ability to read schematics
Ability to test and debug complex problems using basic test equipment
Proven ability to develop project scope, budget, timeline and risk assessments for predictable date planning on new development
Bachelor’s degree in Electrical Engineering or a relevant field

Salary $110,000-$125,000

Email to apply

Senior Full-stack Engineer

Are you an experienced full-stack engineer who loves elegant code and clean architecture? Are you fluent with Ruby, Rails, JavaScript, and take great care in the design and maintainability of server-side API’s? RemoteLock is looking for talented full-stack engineers to help us grow our enterprise-class product line of IoT access control devices and web & mobile software.

Responsibilities

Upon learning about our RemoteLock™ door security products and management/reporting software, you will utilize these skills to implement customer facing features as well as integrate third party services and hardware.

Here are some specifics on exactly what your days might look like:

Execute and own an individual feature end-to-end (e.g. from distributed service to Frontend)
Collaborate with the product manager on requirements gathering and task breakdown
Lead the discovery of a potential integration with a third party service or device
Support our existing products and services and make recommendations for with respect to our commitment to continual improvement

Qualifications

5+ years work experience in software development with an ability to demonstrate the following traits and characteristics:

Expert with Ruby & Rails
Expert with JSON & XML
Proven RESTful API Integration experience is required
Familiarity with at least one JavaScript framework (e.g. React & Redux, Angular, Ember, Backbone)
Strong experience with an SQL RDBMS and proper database design
Ability to write unit and integration tests for automated regression testing purposes
Strong experience developing and supporting scalable, highly-available backend services
Strong source code management experience, especially with Git
Ability to deal with multiple projects/deadlines and manage shifting priorities
Solid analytical and problem-solving skills with a high attention to detail
Excellent communication skills (both written and verbal)
High coding standards: Adherence to common idioms and best practices of the tech stack
Ability to learn new concepts and technologies on an independent basis

Bonus points for experience with:

IoT/embedded devices
GraphQL
gRPC
Amazon Web Services
Microservice Architecture
DevOps experience

Salary $75,000 - $125,000 Annually

Email to apply

Senior Project Manager

As the Senior Project Manager, you will be responsible for owning the successful delivery of RemoteLock client facing projects. This includes working directly with RemoteLock enterprise clients, client project management teams, hardware partners and other service providers to assure the successful completion of medium to large scale implementations. As a key contributor to the RemoteLock story, you will own the primary accountability for driving project implementation and delivery success.

Responsibilities

Work with customer and RemoteLock team members to gather, clarify and document project scope, critical success factors, desired outcomes and requirements
Create and manage project plans including named resources, dependencies and milestones
Coordinate internal and external schedules with RemoteLock team members, client participation, industry partners including equipment manufacturers, elevator service companies, access control system integrators and lock installers
Manage day-to-day execution of project implementations, including planning, facilitating, risk mitigation, documenting, status communications, and adherence to schedules
Create a wide variety of project management documents for enhancing project communications, stakeholder accountability, decision facilitation and understanding of project critical success factors
Ensure the use of best practices and apply lessons learned from previous projects; share findings with other project management team members.
Actively engage in driving work completion including self contributions on system configuration and training when required. Hands on leader
Work with Customer Success, Support, and Product teams to optimize the RemoteLock solution for each client

Qualifications

Self-Starter, driver, with the ability to lead a project from discovery through completion
5+ years of project management and delivery experience
Able to manage 2 to 3 concurrent projects of medium to elaborate complexity
Able to manage projects both remote and onsite; up to 50% travel may be required
Strong customer facing communications, conflict resolution and interpersonal skills
Able to identify, project dependencies, constraints and risks and pro-actively facilitate appropriate mitigation strategies to assure the completion of work
Experience coaching and motivating project team members, contractors and influencers to represent appropriate urgency, accountability, clear communications and action to assure positive outcomes and adherence to schedules
Able to constructively work under pressure and navigate difficult client conversations to build trust
Confident in their ability to drive results and bring projects back to center when chaos occurs
Knowledge of Microsoft Project, Smartsheets, Asana, Google and Microsoft suite of office products
Strong decision making, collaboration, facilitation and problem solving skill set
Excellent organization, time management, listening, written and oral communications skills
PMP Certification
2+ years of access control or related security experience is preferred
Bachelor’s degree in a relevant field

Salary $115,000-$125,000

Email to apply

Software Applications Engineer

The RemoteLock Apps Engineer supports our integration partners who consume our APIs. This includes the Partner API to consume our cloud access control services and also Lock Connector which enables faster integration with partner lock platforms. Lock Connector will begin rolling out to partners in early Q4 and breaks new ground by simplifying the work required to integrate a lock onto an access control platform. The Apps Engineer will be the face of RemotLock with these partners and will play a leading role in ensuring they have a successful experience working with RemoteLock.

The Apps Engineer also works closely with the product owners and internal developers to translate feedback into tickets in Jira. They also assist in drafting the documentation and other supporting documents. Their ultimate goal is to make integrating with our software an excellent experience for our developer partners.

Responsibilities

Provide support to integration partners using RemoteLock’s Partner API and Lock Connector
Assist internal developers with creating and maintaining documentation
Assist partners with technical questions that arise during their development work with our APIs
Ensure partners have an excellent experience working with RemoteLock
Work with Product team to create Support and Marketing materials
Liaison between outside developers and internal engineering team
Project manage integrations with partners

Qualifications

2+ years experience supporting software development required
Solid understanding of the HTTP protocol
Experience developing in Ruby is a plus
Strong written communication skills
Customer focused with experience to prioritize multiple interrupts on the fly
Experience as liaison between Product and outside developers
Experience setting up and managing developer portals is a plus
Experience publishing APIs and documentation to API marketplaces is a plus
Experience managing complex projects is a plus
Experience writing tickets in Jira a plus

Salary $100,000 - $125,000 Annually

Email to apply

Technical Project Manager/Scrum Master

The Technical Project Manager / Scrum Master is an integral part of the engineering and product teams at RemoteLock. The TPM / Scrum Master is responsible for leading and facilitating the overall Scrum process for RemoteLock’s product and engineering teams. Acting as a servant leader that instills continuous improvement within their teams, they will help improve team efficiency and be instrumental in the execution of innovating our software platform and services.

Responsibilities

Leads the scrum team utilizing the Agile methodology and follows scrum best practices
Manages software development project scopes and timelines
Coordinates planning, backlog grooming, sprints, retrospective meetings and daily stand-ups
Tracks and organizes release opportunities, mapping out order of operations and dependencies
Collaborates with product and engineering teams to collectively define the team’s goals
Leads the scrum teams in self-organization and efficiency (team consists of dev and QA)
Removes impediments and coaches the scrum team on removing impediments
Helps the scrum and development teams to identify and fill in blanks in the Agile framework
Resolves conflicts and removes obstacles
Help the scrum teams achieve higher levels of scrum maturity
Facilitates positive internal communication and effective collaboration across teams

Qualifications

5+ years experience as a Scrum Master. Bonus points for certification
Strong knowledge of Scrum and Agile frameworks and their application in a product-driven, SaaS environment
Solution-driven, with the ability to anticipate roadblocks and manage them with your teams
Understanding of how to continuously improve Scrum team effectiveness
Ability to analyze and think quickly and to resolve conflict
Knowledgeable in techniques to fill in gaps in the scrum
Experience with Jira or other project tracking tools
Ability to work with and lead multiple teams
Strong communication, interpersonal and mentoring skills
Ability to adapt to a changing environment
Self-motivation and ability to stay focused in the middle of distraction

Salary $100,000 - $125,000 Annually

Email to apply