Remote Tier 2 Tech Support for Climate Tech Solutions

Gradient; Boston (MA); A distancia; USD 65.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Health insurance

401k

Paid parental leave

Professional development stipend

Flexible PTO

Descripción de la vacante

Gradient is seeking a Technical Support Specialist, Tier 2, to join the Boston-based Customer Experience team. The role focuses on deep troubleshooting beyond frontline support, guiding customers via phone, email, and SMS, and coordinating with field partners when onsite visits are needed.

Ideal candidates will have strong communication, empathy, and problem-solving skills, with the ability to document findings clearly and escalate to Engineering when necessary.

Formación

• Experience in customer-facing technical support or IT support.
• Ability to troubleshoot problems methodically using available procedures and information.
• Excellent verbal communication and comfort helping customers troubleshoot by phone.
• Strong documentation habits.

Responsabilidades

• Troubleshoot known product issues with customers using established procedures and tools.
• Ask diagnostic questions, document findings, and determine the next steps for each case.
• Own assigned customer cases through resolution with timely communication and follow-up.
• Support customers across phone, email, and SMS with clear, patient communication.
• Coordinate with service partners and Field team to arrange and track field visits when needed.
• Escalate complex issues to Engineering with a clear summary of symptoms and steps taken.
• Maintain accurate case records across Zendesk, Jira, and other systems.
• Use internal dashboards and product information to support troubleshooting and resolution.
• Identify recurring issues and opportunities to improve procedures, SOPs, and tools.
• Partner with Customer Experience, Field, and Engineering as the support model evolves.
• Provide occasional or seasonal weekend coverage as needed.

Conocimientos

Customer support

Troubleshooting

Verbal communication

Empathy

Organization

Documentation

Remote work

Herramientas

Zendesk

Jira

Descripción del empleo

Gradient is seeking a Technical Support Specialist, Tier 2, to join the Boston-based Customer Experience team. The role focuses on deep troubleshooting beyond frontline support, guiding customers via phone, email, and SMS, and coordinating with field partners when onsite visits are needed.

Ideal candidates will have strong communication, empathy, and problem-solving skills, with the ability to document findings clearly and escalate to Engineering when necessary.