Remote Tier 2 Technical Support Specialist

Gradient; New York (NY); Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Equity

Health insurance

401k

Paid parental leave

Professional development stipend

Flexible PTO

Job summary

Gradient, a remote-first company focusing on high-efficiency, low-carbon heating, seeks a Technical Support Specialist, Tier 2, to join the Customer Experience team in the United States. You will troubleshoot, guide customers by phone/email/SMS, and coordinate with field and engineering teams when needed.

You’ll learn Gradient’s products deeply, contribute to improved troubleshooting processes, and maintain clear, thorough documentation throughout each case.

Qualifications

• Experience in customer-facing technical support or IT support.
• Ability to troubleshoot problems methodically using procedures.
• Excellent verbal communication for phone troubleshooting.
• Strong documentation habits and case-record keeping.

Responsibilities

• Troubleshoot known product issues with established procedures.
• Ask diagnostic questions and document findings.
• Own cases through resolution with timely communication.
• Support customers via phone, email, and SMS with clear communication.
• Coordinate with service partners and Field team for onsite visits.
• Escalate complex issues to Engineering with clear summaries.
• Maintain accurate case records in Zendesk, Jira, and other systems.
• Use dashboards and product info to aid troubleshooting.
• Identify recurring issues and suggest process improvements.
• Partner with Customer Experience, Field, and Engineering as the model evolves.
• Provide weekend coverage as needed.

Skills

Customer-facing

Troubleshooting

Remote support

Documentation

Collaboration

Technical aptitude

Tools

Zendesk

Jira

Diagnostic tools

Job description

Gradient, a remote-first company focusing on high-efficiency, low-carbon heating, seeks a Technical Support Specialist, Tier 2, to join the Customer Experience team in the United States. You will troubleshoot, guide customers by phone/email/SMS, and coordinate with field and engineering teams when needed.

You’ll learn Gradient’s products deeply, contribute to improved troubleshooting processes, and maintain clear, thorough documentation throughout each case.