Field Product Specialist - Southeast (Georgia Based)

Gradient; Atlanta (GA); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Equity

Medical insurance

401k

Paid parental leave

Professional Development Stipend

Flexible PTO

Job summary

Gradient is hiring a Field Product Specialist for the Southeast, based in Georgia with travel to other southeastern states. The role blends hands-on technical work with product shaping and cross-functional collaboration, serving as the go-to expert for customers and interfacing with Engineering, Product, and CX.

The position requires a Mechanical Engineering background and a passion for customer service and training, including field service, training third-party partners, and feedback to product

Qualifications

• 5+ years of hands-on experience in a technical support role, preferably in hardware products.
• Previous experience in a customer- or external-facing role.
• Strong analytical and problem-solving skills to troubleshoot technical issues, identify root causes, and propose effective solutions.
• Exceptional verbal and written skills to explain complex technical concepts to customers with clarity and empathy.
• Excellent organizational and time management skills to handle multiple customer inquiries and prioritize tasks effectively.
• Ability to adapt quickly to changing technologies, processes, and customer needs.
• Will ingness to continuously learn and upgrade skills.
• Comfortable performing hands-on repair and troubleshooting work with mechanical, electrical, hardware, software, and connectivity components.

Responsibilities

• Provide exceptional customer support: Address inquiries, troubleshoot technical issues, and resolve problems promptly.
• Specialize in hardware/software support: Offer in-depth technical assistance for heat pump systems and related technologies.
• Resolve technical issues: Diagnose and troubleshoot system, hardware, and control problems; guide customers or elevate as needed.
• Customer project management: Coordinate with internal and external stakeholders on scheduling, logistics, and product support.
• Collaborate internally: Liaise with engineering, sales, and product management to resolve complex issues and provide feedback.
• Perform repairs & replacements: Conduct hands-on troubleshooting, including computer and Wi-Fi connectivity.
• Ensure safety & quality: Maintain site safety, comply with codes, and perform quality control.
• Demonstrate product expertise: Showcase in-depth product knowledge to customers.
• Bring the voice of the field back to Gradient: Document field findings and identify recurring issues, service challenges, and opportunities to improve product reliability, serviceability, diagnostics, training, and customer experience.
• Train and enable service partners: Provide hands-on product, troubleshooting, repair, and service training to third-party partners and help develop their ability to independently support Gradient products.
• Support our regional service network: Build strong working relationships with service partners throughout the region and provide technical guidance and escalated support as they take on Gradient service work.

Skills

Customer-facing

Analytical problem-solving

Hands-on hardware repair

Mechanical engineering background

Technical support

Education

Mechanical Engineering degree

Job description

Field Product Specialist - Southeast (Georgia Based)

About Gradient
Join us at Gradient, where our purpose is to revolutionize home comfort while championing environmental sustainability. Our mission is to combat the escalating challenge of climate change by redefining how homes are heated and cooled. Today, the environmental impact of heating and cooling systems surpasses that of the entire transportation sector, and without intervention, this trend is set to accelerate drastically.

At Gradient, we believe that ensuring comfortable living spaces shouldn’t come at the cost of our planet. We envision a future where every individual can enjoy the luxury of a comfortable home without contributing to carbon emissions. Our high‑efficiency, low‑carbon heat pump is just the beginning of our journey toward fully decarbonizing buildings.

By joining Gradient, you’ll be at the forefront of a movement to make sustainable living accessible to all, ensuring healthier communities and a brighter, greener future.

We're hiring a Field Product Specialist in the Southeast! This is a unique, customer‑facing role that blends hands‑on technical work with product shaping and cross‑functional collaboration. Be the go‑to expert for our customers while driving impact across Engineering, Product, and CX.

We are looking for someone with a Mechanical Engineering background and both a passion for and experience in customer service and training - the official title for this position is Field Product Specialist. This role is responsible for working directly with our customers based in the Southeast, primarily in Georgia with travel to other southeastern states. This is a unique role that interfaces with customers and third‑party contractors - with the goal of supporting the adoption of our technology through training, product education, and in‑field service. This role will partner closely with internal Engineering and Product teams, providing insights from the field to help shape our product and service model.

Location

This role is required to be onsite with clients in the Southeast area. This is a Georgia based role, with travel to other southeastern states as needed ( approximately 50% travel ).

Compensation

The estimated salary for this role is $70,000 to $85,000 USD per year + equity. An individual's compensation will vary on a number of factors including but not limited to geography, skills, education, experience and unique qualifications where applicable.

Responsibilities

• Provide exceptional customer support: Address inquiries, troubleshoot technical issues, and resolve problems promptly.
• Specialize in hardware/software support: Offer in‑depth technical assistance for heat pump systems and related technologies.
• Resolve technical issues: Diagnose and troubleshoot system, hardware, and control problems; guide customers or elevate as needed.
• Customer project management: Coordinate with internal and external stakeholders on scheduling, logistics, and product support.
• Collaborate internally: Liaise with engineering, sales, and product management to resolve complex issues and provide feedback.
• Perform repairs & replacements: Conduct hands‑on troubleshooting, including computer and Wi‑Fi connectivity.
• Ensure safety & quality: Maintain site safety, comply with codes, and perform quality control.
• Demonstrate product expertise: Showcase in‑depth product knowledge to customers.
• Bring the voice of the field back to Gradient: Document field findings and identify recurring issues, service challenges, and opportunities to improve product reliability, serviceability, diagnostics, training, and customer experience.
• Train and enable service partners: Provide hands‑on product, troubleshooting, repair, and service training to third‑party partners and help develop their ability to independently support Gradient products.
• Support our regional service network: Build strong working relationships with service partners throughout the region and provide technical guidance and escalated support as they take on Gradient service work.

Desired Qualifications

• 5+ years of hands‑on experience in a technical support role, preferably in hardware products.
• Previous experience in a customer‑ or external‑facing role.
• Strong analytical and problem‑solving skills to troubleshoot technical issues, identify root causes, and propose effective solutions.
• Exceptional verbal and written skills to explain complex technical concepts to customers with clarity and empathy.
• Excellent organizational and time management skills to handle multiple customer inquiries and prioritize tasks effectively.
• Ability to adapt quickly to changing technologies, processes, and customer needs.
• Willingness to continuously learn and upgrade skills.
• Comfortable performing hands‑on repair and troubleshooting work with mechanical, electrical, hardware, software, and connectivity components.

Bonus Qualifications

• Knowledge of HVAC systems, building management systems, and controls.
• Familiarity with IoT devices and integration.
• Experience working with third‑party contractors, especially in the trades.
• Experience working in early‑stage companies positioned toward rapid growth.
• Passion for sustainability, climate tech, or mission‑driven work.
• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Flexible PTO

We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Gradient is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.