Technical Support Specialist

What You'll Do

• Deliver world-class technical support through phone, chat, and email while meeting team KPIs and quality expectations
• Maintain strong product knowledge, follow established workflows and SOPs, and continuously adapt to new tools, features, and troubleshooting methods in a fast-changing environment
• Cook with service, field, and technical partners when needed, and proactively report patterns or emerging issues to improve products and processes
• Communicate clearly and confidently in writing and verbally, translating complex technical concepts into simple, actionable guidance
• Document all interactions with detailed steps taken, and escalate cases thoughtfully with clear problem statements and diagnostic information
• Diagnose Energy product issues by reviewing logs, app data, single-line diagrams, and monitoring tools to determine the correct resolution path

What You'll Bring

• Experience supporting hardware, software, or connected systems in a technical support environment
• Flexibility to support changing priorities, surge needs, and scheduling that may include weekends or holidays
• Technical aptitude with a continuous learning mindset to stay current on new Energy products, updates, and workflows
• A high attention to detail in diagnostics, documentation, and escalation practices using case management tools
• A customer-focused mindset with ownership and accountability for resolving cases end-to-end
• Strong analytical troubleshooting skills with excellent written and verbal communication to simplify complex technical topics
• A foundational understanding of electrical concepts, home networking, and mobile app usage for device and system management

Benefits

• Competitive pay
• Medical plans with $0 payroll deduction
• Fertility, adoption, and surrogacy benefits
• Dental and vision plans with $0 paycheck contribution
• HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company-paid Basic Life, AD&D, Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Commuter benefits
• Employee discounts and perks program