Client Support Engineer

We’re looking for…
Boston, MA* or Remote from MA, ME, WA, CO, NY, TX, and Washington D.C.

A Client Support Engineer who will be the primary point of contact for support of our flagship product, Ekotrope RATER, the most widely used HERS Rating. Your role will include technical support, problem-solving for customers, QA, and product enhancements to improve the overall customer experience.

Responsibilities

Provide best-in-class client support including:

Technical support via phone and email

Energy modeling guidance (we will provide all necessary training for  this)

Ad-hoc miscellaneous client-focused projects

Maintain our knowledge base support articles by:

Updating our existing articles

Identifying a need for and creating new articles

Leverage customer interactions to help improve the product by:

Identifying common customer issues & relaying suggestions to our product team

Being a part of our planning process to help influence product growth 

Bug Triage:

React to client bugs with empathy & triage appropriately for the engineering team

Must-Have Requirements:

Passion for engaging with people and customers and creative problem-solving

Strong communication skills, both technical and interpersonal

Alignment with our Mission, Vision, and Values (here)

Soft Requirements:

Prior experience in  customer support or service  

STEM academic background. Ideally classes in energy, mechanical engineering, and/or building sciences.

Relational database experience (MS Access, MySQL, etc.)

Computer science experience (Read, trace, and debug code, assemble pre-written functions, and write SQL queries.)

Familiarity with residential energy efficiency concepts

Bonus Requirements:

Familiarity with any of the following: Freshdesk, Hubspot, G Suite, Excel, JIRA

Familiarity with RESNET HERS Industry, IECC codes, or energy audits in general

Residential construction experience