Technical Support Manager - Prop Tech & Smart Building Technology

Hybrid Role - Based in the Greater Toronto Area (GTA), Ottawa, Ontario, or the United States

Technical Support Manager with direct experience in PropTech, smart buildings, IoT, access control, property technology, or a closely related industry to lead our Technical Support team.
This is not a traditional corporate IT support role. Our ideal candidate has experience supporting customer-facing technology deployed across multi-family residential or commercial properties and is comfortable troubleshooting issues that span software, hardware, networking, IoT, and building systems.

The Role

As Technical Support Manager, you will lead our Technical Support team and oversee the resolution of complex technical issues affecting customers and properties.
You will work closely with Product, Engineering, DevOps, Customer Success, property managers, security integrators, contractors, and technology partners to resolve issues, identify root causes, and continuously improve the customer experience.

Key Responsibilities

Technical Support Leadership
• Lead and mentor the Technical Support team, ensuring effective ticket management, prioritization, escalation, and resolution.
• Act as the escalation point for complex and high-priority customer issues.
• Ensure team adherence to SLAs, quality standards, and support processes.
• Develop and maintain technical documentation, troubleshooting guides, and training materials.
PropTech & Smart Building Support
• Oversee troubleshooting of software and technology deployed at customer properties.
• Support issues involving access control, smart locks, intercoms, elevator access, CCTV/LPR, smart thermostats, IoT devices, networking, and building systems.
• Coordinate resolution between customers, property managers, security integrators, contractors, and internal technical teams.
• Troubleshoot integrated hardware/software environments and determine whether issues originate from the 1VALET platform, third-party systems, network configuration, hardware, or installation.
Product & Engineering Collaboration
• Lead technical triage, debugging, and root-cause analysis of product issues.
• Work with Product, Engineering, and DevOps to reproduce and resolve issues and drive product improvements.
• Identify recurring issues and implement solutions that eliminate root causes rather than repeatedly addressing symptoms.
• Provide product feedback based on real-world customer and property experience.
Reporting & Continuous Improvement
• Track and report on key support metrics, including SLA performance, resolution times, ticket volume, escalations, recurring issues, and customer satisfaction.
• Identify opportunities to improve support processes, tools, training, and product quality.
Requirements
• 5+ years of experience in technical/product support, technical operations, or a related field, including experience managing a technical support team.
• Direct experience in PropTech, Smart Building Technology, IoT, Access Control, Property Management Technology, Security Technology, or a closely related industry.
• Experience supporting technology deployed in multi-family residential, condominium, commercial building, or similar property environments.
• Strong understanding of troubleshooting across cloud software, hardware, networking, IoT devices, and third-party integrations.
• Experience with technical triage, debugging, root-cause analysis, and incident management.
• Experience with ticketing and CRM platforms such as HubSpot, Salesforce, or similar.
• Strong technical knowledge of several of the following:
• Access control systems such as SALTO, ICT, or Kantech
• Smart locks and intercom systems
• Elevator access control
• CCTV and LPR
• Low-voltage systems and wiring
• LAN/WAN/VLAN networking and IP configuration
• Port forwarding and network troubleshooting
• UniFi or similar network management platforms
• Remote Desktop / Remote Management tools
• Cloud-based applications and SaaS
• Strong leadership, communication, problem-solving, and cross-functional collaboration skills.
• Ability to manage high-priority customer issues and participate in occasional evening/weekend escalations when required.
Preferred Qualifications
• Experience supporting PropTech products used by property management companies or real estate operators.
• Experience working directly with property managers, building operators, condominium corporations, landlords, or security integrators.
• Experience with multi-site technology deployments.
• SALTO, ICT, CCTV, or other relevant technical certifications.
• Familiarity with HVAC/building systems and reading construction drawings.
• Bilingual French/English is an asset.
What We Are Looking For
We are looking for someone who has experience solving real-world technology problems inside buildings and properties, not just supporting corporate IT environments.
You should be comfortable dealing with situations such as:
• A resident cannot access their building because an access-control integration is failing.
• A property manager reports that an intercom, smart lock, or elevator access system is not communicating with the 1VALET platform.
• A recurring issue is affecting multiple properties and you need to determine whether the root cause is our software, a third-party integration, network configuration, hardware, or field installation.
You should be comfortable moving between the customer, the property, the hardware, the network, the 1VALET platform, and our Engineering/Product teams to find the root cause.

What This Role Is Not

This is not primarily an internal IT helpdesk role.
Experience managing employee laptops, Microsoft 365, Active Directory, printers, desktop support, or general corporate IT infrastructure-while valuable-does not by itself meet the requirements for this position.
We are looking for someone who understands the challenges of supporting customer-facing technology deployed in real-world properties and can bridge the gap between the property, hardware, network, software platform, and engineering teams.

• Join a company at the forefront of PropTech and smart building technology.
• Help shape the future of apartment and condominium living.
• Work across SaaS, IoT, access control, networking, security, and building technology.
• Make a direct impact on customer experience and product quality.
• Collaborative, innovative environment with opportunities for professional growth.
• Competitive compensation and benefits package.