Technical Services Specialist

Bevi; Boston (MA); On-site; USD 56,000 - 69,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Flexible PTO

Parental leave

Disability and life insurances

Stock options

Stipends for cell phone and commuting

Job summary

Bevi is seeking a Technical Services Specialist to join our team in Boston. You will troubleshoot Bevi machines, guide installations, and support customers via phone and email to ensure peak performance.

You’ll collaborate with internal stakeholders to drive process improvements and optimize the service experience. We value independent judgment, strong communication, and a passion for delivering exceptional customer service.

Qualifications

• Ability to learn and understand hardware and software systems to troubleshoot effectively.
• Proven ability to provide improvement recommendations to stakeholders based on ticket trends and feedback.
• Excellent verbal and written communication for customer interactions.
• Strong multitasking and ticket-management skills to handle calls and emails simultaneously.

Responsibilities

• Assess and improve troubleshooting processes affecting the customer experience.
• Troubleshoot Bevi machines and non-routine issues without documented guidance.
• Provide guidance on installations and preventive maintenance.
• Lead troubleshooting via phone and email; coordinate with internal teams.

Skills

Troubleshooting

Customer service

Independent judgment

Multitasking

Communication skills

CRM experience

Tools

Zendesk

Salesforce

Netsuite

Job description

Bevi is on a mission to transform how beverages are delivered and consumed. Our connected beverage platform eliminates the need for single-use bottles and cans, making it easy, fun, and sustainable to stay hydrated. As the category leader in IoT-enabled beverage technology, we’re building a future where Bevi machines are everywhere people live, work, and connect. We've raised over $160M in venture capital, serve thousands of customers across the US, Canada, UK and Ireland, and we've been rapidly growing year over year, saving over 1 billion bottles from waste. In addition to driving hypergrowth with our current product line, Bevi is heavily investing in new product development.

We are seeking a full time Technical Services Specialist to join our best-in‑class Technical Services Team. In this role, you will use your independent judgment as an expert troubleshooter, coach, and diagnostician with regard to Bevi machines. You will serve both our Direct and Partner customers via phone and email helping to ensure our machines are running at peak performance. You have a passion for providing customers with an exceptional experience, and you enjoy working with internal stakeholders to provide feedback to help drive process improvements.

Your Day to Day

• Assess existing troubleshooting processes, particularly those impacting the customer experience, and provide improvement recommendations on a continuous basis
• Routinely troubleshoot processes related to Bevi machines, including the support of non-routine failures without documented guidance
• Provide guidance on installations and preventative maintenance to improve the customer experience
• Lead troubleshooting efforts for machines via phone and email (training will be provided)
• Support upsell and inbound inquiries that turn into Sales leads by answering questions, providing information, and routing these to the appropriate internal team
• Close the loop by communicating opportunity areas back to the company via process improvements and ticket trends for our engineering teams.
• Help partners with contract questions and overall system usage analysis
• Initiate RMAs for parts that will be processed by our Quality Engineers
• Be the voice of the customer to deliver upon our brand promise on customer service
• Answer warranty questions and provide guidance on next steps
• Schedule proactive and reactive service calls around the country
• Identify areas of opportunity for our customers. Some examples may include
• Flavor changes
• Proper maintenance tips to prevent future issues
• Better service processes
• New product additions
• Competitive presence

Requirements

• Ability to maintain a consistent schedule of 11am-7pm CT / 12pm - 8pm ET
• Ability to learn and understand hardware and software systems in order to troubleshoot effectively
• Proficiency in utilizing independent judgment and decision making to provide improvement recommendations to stakeholders, and to provide troubleshooting steps for Bevi’s customers
• Ability to multitask - answering calls, working on incoming emails, completing tickets, helping your team answer questions, and escalating feedback for internal stakeholders, , and working with internal stakeholders to drive process improvements
• Ensure Bevi's customers receive industry defining technical support
• Great attitude and willingness to go above and beyond for an exceptional customer experience
• Exceptional verbal support skills on the phone, strong writing skills, and a focus on thorough ticket management and throughput
• Move with urgency to solve problems for our customers
• Knowledge of CRM/ticketing systems like Zendesk, Salesforce and Netsuite a plus

Compensation Philosophy

At Bevi, We Believe Compensation Is a Powerful Tool To Attract, Retain, And Grow Talent. Our Compensation Philosophy Centers On 5 Principles

• Market-driven - We anchor pay decisions in real-time market data
• Performance-based - We reward individual impact, not just tenure
• Equitable - We ensure fairness across teams, roles, and demographics
• Growth-focused - We invest in talent that scales with Bevi
• Total Rewards approach - We strategically balance base pay, bonuses, benefits, and equity

The posted compensation range reflects the salary* for this position. Some roles may be eligible for a commission plan or a bonus incentive. All Bevi employees receive equity in the form of stock options. All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, flexible spending accounts, flexible PTO, and more. Offers to join Bevi are based on a few criteria, including the scope of the role, the candidate's work experience, targeted skills, internal equity of the team, and external market data.

• For Sales roles: The posted range reflects base salary plus commission which is the total potential on target earnings (OTE) for the position.

Pay Range

$55,505—$68,565 USD

Benefits

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match
• Flexible PTO plus 12 company holidays, and additional paid days for sick leave, etc
• Generous fully paid parental leave for both birth parents and non-birth parents
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks, weekly catered lunch, and (of course) unlimited Bevi ... plus composting and terra‑cycling, too
• Happy hours, team‑building events, bagel breakfasts, Values awards - and more.

AI in our Hiring Process

We use AI to help synthesize interview notes and surface themes from feedback, keeping our process consistent as we grow. Every application is reviewed by a member of our team, and interviews may be recorded to support note‑taking, just let us know if you'd prefer we don't. We'll also ask how you're learning and experimenting with AI in your work. Growing our AI fluency is something every Bevi team member is committed to and invested in.

Our commitment to responsible innovation is reflected in our partnership with the Mass AI Coalition, a collaboration that aligns with our dedication to community‑driven progress and the future of technology.

Accommodations

Bevi is committed to an inclusive hiring process and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact [e-mail].