Technical Support Specialist, Tier 2

Gradient; Boston (MA); Remoto; USD 65.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equity

Health insurance

401k

Paid parental leave

Professional development stipend

Flexible PTO

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Customer support

Troubleshooting

Verbal communication

Empathy

Organization

Documentation

Remote work

Strumenti

Zendesk

Jira

Descrizione del lavoro

Technical Support Specialist, Tier 2

Gradient Boston, Massachusetts, United States

About this position

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 escal.

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.

About the Role

As a Technical Support Specialist, Tier 2 , you'll be a customer-facing member of our Customer Experience team, helping customers resolve product issues that require deeper troubleshooting or coordination beyond frontline support.

You'll use Gradient's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when field support is needed. When an issue requires Engineering input, you'll gather the relevant findings and provide a clear, well-documented escalation. Throughout the process, you'll own customer communication and follow-up through resolution.

You don't need to be an HVAC expert. We're looking for someone who combines strong customer communication with technical aptitude, critical thinking, and a steady, organized approach to problem solving. You'll learn Gradient's product deeply over time and help us turn what we learn from customers into better troubleshooting processes, documentation, and support tools.

Compensation: The anticipated base salary range for this role is $65,000-$75,000 plus equity and benefits. Actual compensation may vary based on experience, qualifications, and location.

Location: Remote, U.S.-based. This role may require travel to Gradient's San Francisco headquarters during onboarding for hands-on product training and occasional travel thereafter. Candidates located near San Francisco, Boston, or New York may be helpful given proximity to Gradient team members, but location in those markets is not required.

This role may also require occasional or seasonal weekend coverage, particularly during periods of elevated customer demand.

Responsibilities

• Troubleshoot known product issues with customers using Gradient's established procedures, diagnostic tools, and internal resources.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step for each case.
• Own assigned customer cases through resolution, including timely communication, follow-up, and coordination across teams.
• Support customers across phone, email, and SMS with clear, patient, and technically credible communication.
• Coordinate with service partners and Gradient's Field team to arrange field visits and track outcomes when onsite support is required.
• Escalate complex or novel issues to Engineering with a clear summary of symptoms, troubleshooting completed, diagnostic information, and relevant customer context.
• Maintain accurate and complete case records across Zendesk, Jira, and other support and diagnostic systems.
• Use internal dashboards and product information to support troubleshooting and case resolution.
• Identify recurring issues, documentation gaps, and opportunities to improve troubleshooting procedures, SOPs, support content, and tools.
• Partner closely with Customer Experience, Field, and Engineering as Gradient's technical support model evolves.
• Provide occasional or seasonal weekend coverage as customer needs require.

Desired Qualifications

• Experience in customer-facing technical support, product support, IT support, remote troubleshooting, or another role requiring structured problem solving with customers.
• Demonstrated ability to troubleshoot problems methodically and work through unfamiliar issues using available procedures and information.
• Excellent verbal communication and comfort helping customers troubleshoot by phone.
• Strong customer empathy and patience, including the ability to communicate effectively with customers who may be frustrated or have varying levels of technical comfort.
• Strong organization and follow-through across multiple open cases and stakeholders.
• Sound judgment about when to follow an established process and when an issue requires escalation.
• Clear, thorough documentation habits.
• Comfort learning a physical, connected product and navigating multiple software and diagnostic tools.
• Ability to work independently in a remote environment while collaborating closely across teams.
• Flexibility to provide occasional or seasonal weekend coverage.

Bonus Qualifications

• Experience supporting hardware, appliances, connected devices, building systems, or other physical products.
• HVAC or building-systems experience.
• Experience coordinating contractors, technicians, or field-service partners.
• Familiarity with Zendesk and/or Jira.
• Interest in climate technology, electrification, or sustainable home systems.
• 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.