KeyNest is looking for a Locker Technical Specialist to support our private locker network across Spain. This is a technical, internally-facing role: you'll keep locker hardware and software running smoothly, coordinate the on-site technicians in each city whenever an issue needs a hands-on fix, and act as the technical bridge between customer service and our tech team to be the go-to technical support for our customer service team.
This is a fully remote role, so location is flexible. Over time, you'll become the go-to locker expert for the Spanish market, and depending on the need, english speakers markets.
Tasks
What You Will Do
- Diagnose and resolve locker hardware and software issues (faults, connectivity, access errors) escalated by our customer service team for clients across Spain.
- Coordinate with on-site technicians in each city - dispatching them when an issue needs a physical fix, and following through until it's resolved.
- Be the go-to technical support for our customer service team: help them qualify client-reported issues, give them clear answers they can pass on, and escalate to the tech team when needed.
- Act as the technical point of contact between customer service and the tech team: translating client-reported issues into clear technical detail, and relaying fixes and updates back.
- Maintain clear records of issues, technician visits and resolutions in our support/CRM tools.
- Spot recurring technical problems and feed them back to Product/Ops to improve locker reliability and reduce future support load.
- Build deep product and hardware knowledge to become the internal go-to locker expert for Spain.
- Occasionally support onboarding for new clients when needed - this can be part of the role, but it isn't the main focus.
Requirements
What We Are Looking For
- Fluent/native-level Spanish and excellent English
- Fully remote - you can be based anywhere, as long as you work CET business hours (11AM CET to 8PM CET) and with good working conditions (wifi, electricity back ups when needed)
- Strong technical background - technical support, IT helpdesk, hardware troubleshooting or field service experience.
- Solid problem-solving instincts: able to diagnose hardware, connectivity and software issues methodically rather than guessing.
- Confident coordinating external technicians and vendors, and following an issue through to resolution without dropping it.
- Organised -able to juggle multiple open issues and technicians across different cities at once.
- Strong support mindset: patient, responsive, able to explain technical issues simply to non-technical colleagues, and comfortable working cross-functionally with customer service and the tech team.
- Self-starter, comfortable working remotely.
Nice to Have
- Experience with smart lockers, IoT, or access-control hardware.
- Experience coordinating or managing field technicians or installers.
- Previous experience in a client onboarding or customer success role.
Benefits
What We Offer
• A unique opportunity to play a key role in a rapidly growing, well-funded global
startup.
• Join a young, international, and ambitious team.
• Strong support from our global offices and internal teams.
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