Technical Support Manager – PropTech & Smart Building Technology

1Valet•Toronto, ON

6d•Hybrid

About The Position

1VALET is transforming the way people live in and interact with apartment and condominium communities through innovative PropTech and smart building technology. Our platform connects residents, property managers, access control, smart devices, security systems, and building infrastructure into a connected ecosystem. We are looking for an experienced 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. 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.

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.