Customer Support - Technical Specialist I

Goal Zero (BioLite); Midvale (UT); On-site; USD 27,552 - 31,684; Full time

Benefits offered by this job

Healthcare coverage

401(k) with match

Paid time off

Equity & bonuses

Adventure stipend

Employee product discount

Job summary

BioLite is seeking a Technical Support Specialist I in Midvale, UT. This full-time on-site role offers an hourly base of $20–$23, with occasional remote flexibility.

You will become a trusted resource across BioLite and Goal Zero product lines, delivering exceptional customer experiences. You’ll own cases from first contact through resolution, collaborating with Engineering, Quality, Warehouse, and Operations to resolve issues and grow product knowledge.

Qualifications

• 2+ years in technical or customer-facing support.
• Experience with consumer electronics, outdoor gear, or renewable energy products.
• Familiarity with Zendesk, Shopify, and NetSuite (or similar platforms).
• Strong critical thinking to diagnose complex technical issues.
• Curiosity to learn new tools and technologies.

Responsibilities

• Manage customer cases by phone and email from first contact through final resolution.
• Develop deep product knowledge to independently solve problems and maintain internal docs.
• Maintain clear, accurate communication with customers and teammates.
• Collaborate with Engineering, Quality, Warehouse, and Operations to resolve issues and elevate cases.
• Identify recurring issues and contribute to product and process improvements.

Skills

Technical troubleshooting

Customer-facing

Critical thinking

Curiosity to learn

Experience in tech support

Tools

Zendesk

Shopify

NetSuite

Job description

Title: Technical Support Specialist I

Hours: Full-time, 7:00 AM – 4:00 PM MST

Location: Midvale, UT (On-site with occasional remote flexibility) #LI-Onsite

Reports to: Customer Service Manager, Operations

Compensation: A base hourly salary of $20–$23, depending on candidate experience.

This Role:

We're looking for someone who's naturally curious about how things work and enjoys solving problems.

As a Technical Support Specialist I, you'll help customers troubleshoot BioLite and Goal Zero products, resolve technical issues, and deliver an exceptional customer experience. From portable power stations and solar panels to lighting and cooking products, you'll become a trusted resource for customers while building deep technical knowledge across our product portfolio.

You’ll own customer issues from first contact through resolution, balancing empathy with sound technical troubleshooting. You'll collaborate closely with teammates and other departments, continue expanding your product expertise, and help improve the way we support our customers every day.

Responsibilities

• See It through: Manage customer cases by phone and email (using Zendesk) from first contact through to final resolution, including processing warranty claims, replacements, and returns.
• Build & Share Product Expertise: Develop deep technical knowledge across the BioLite and Goal Zero products to independently solve problems and maintain internal support documentation.
• Connect and Clarify: Maintain clear, accurate, and empathetic communication with both customers and teammates, even during busy or time-sensitive periods.
• Be a Teammate: Partner with Engineering, Quality, Warehouse, and Operations to resolve complex technical issues and know when to elevate cases.
• Help Us Grow: Identify recurring customer issues and contribute to projects that improve our products, the customer experience, and how our team works.

Qualifications

• 2+ years of experience in technical support, customer support, or another customer-facing role.
• Experience supporting consumer electronics, outdoor gear, or renewable energy products.
• Familiarity with Zendesk, Shopify, and NetSuite (or similar platforms).
• Strong critical thinking steps to diagnose complex technical issues.
• Curiosity to learn new tools, technologies, and technical concepts.

Grow With Us

Technical Support Specialist I is the first level in BioLite's Technical Support career path. As you deepen your product knowledge, strengthen your troubleshooting skills, and take on more complex technical challenges, you'll have opportunities to grow into advanced technical roles within Customer Support.

Our Benefits

• Comprehensive Healthcare Coverage: Medical, dental, and vision plans with BioLite covering 90–100% of monthly premiums, depending on plan selection.
• 401(k) with Employer Match: We help you invest in your future through a company match on your 401(k) contributions.
• Paid Time Off: Paid holidays, vacation, sick time, and family leave to support work-life balance.
• Equity & Bonus Opportunities: Community bonus plan and stock option eligibility for all full-time employees.
• Adventure Stipend (after two years): Matched travel stipend and PTO to go on an adventure that aligns with BioLite's mission of bringing energy everywhere — whether that's outdoor recreation, climate action, or social impact.
• Employee Product Discount: Employees enjoy generous discounts on BioLite and Goal Zero products.

BioLite and Goal Zero are proud to be an equal opportunity workplace.