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Technical Support Engineer- Tier 1

Company: Uplight
Location: Boulder
Posted on: November 16, 2021

Job Description:


The Position

Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 90 of the world's leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect-improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are B Corp certified, enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.

We are seeking a Technical Support Specialist - Tier I to join our team and help us achieve our ambitious goals for our business and the planet.

What You Get To Do

  • Work with senior Technical Support team members to gain a broad knowledge of many products and processes
  • Review and categorize incoming customer issues and requests
  • Identify and resolve 1-touch ticket types
  • Maintain documentation for common tickets and processes
  • Build a strong working knowledge of our software capabilities and the business processes they support
  • Explore your interests in technical and soft skills with career opportunities to grow within the Technical Support team or into partner teams across the organization
    Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying.

    What You Will Contribute

    Client Management
    • Act as first point of contact for clients and provide regular, succinct updates as issues progress through to resolution
    • Adapt to changing priorities and be able to pivot quickly on new requests while maintaining a positive and solution-oriented approach
    • Identify trends that impact multiple clients, summarize those trends with data, and drive visibility and action for a robust solution
      Documentation and Process Improvement
      • Create and maintain thorough documentation for issues including the investigation methodology, the resolution summary, and any open issues
      • Provide good traceability of time spent and internal/external communications
      • Leverage internal tracking systems and processes to maintain operational tracking
      • Contribute to standard operating procedures for the Technical Support team
        Quality Assurance
        • Ensure complete ownership of issues, including developing a full understanding of the issues, a clear definition of success and maintain ownership until the client is satisfied
        • Ability to step back from initial problem statements and anticipate/see the larger issues and develop an action plan to ensure the systematic issue is identified and addressed
          Project Management
          • Actively communicate with other teams to promote client needs and defect fixes
          • Ability to maintain a calm, professional demeanor under pressure
            What You Bring To Uplight
            • Strong alignment and passion for the Uplight values and mission
            • 2-4 years in customer service or enterprise software support
            • Comfortable with on-call rotation scheduling
            • Patient, communicative, team player who is detail-oriented and has outstanding interpersonal skills
            • Proven experience working with external clients to define and implement complex solutions and/or address complex technical/process challenges
            • Excellent analytical and problem-solving skills, tenacity, and fortitude
            • Strong organizational skills and the ability to balance multiple short- and long-term projects of varying scopes with clients across the country
            • Vigorous written and oral communication skills
              • Comfortable in delivering complex, constructive, and diplomatic messages
              • Ability to present complex information to a variety of audiences both written and orally
              • Experience maintaining a positive relationship with clients and colleagues
              • Curiosity about and commitment to technology, energy efficiency and your potential
                Bonus Points
                • Experience working with SaaS, electric/gas utilities, or energy efficiency software
                • Experience with one or more of the following: Splunk, SQL, Python, Ruby, Airflow, Amazon Web Services S3, Google Cloud Platform, other proprietary web-based applications and technologies
                • Exposure to and understanding of Agile and other technical project management methodologies is a plus
                • Experience in Jira Service Desk ticket management
                  What Makes Working At Uplight Amazing

                  In addition to all the standard medical and dental benefits, that kick in Day 1, we are:
                  • Proud to be over 500+ purpose-driven individuals helping to create a more sustainable planet.
                  • Committed to the environment, our employees, and our communities.
                  • Focused on career growth by following defined career ladders.
                  • Committed to taking our work and mission seriously and---.we love to laugh!
                    We Also Provide
                    • 401k Match
                    • Medical, vision, and dental insurance
                    • Monthly wellness stipend
                    • Peer to peer recognition program
                    • Management by objectives bonus plan
                    • Innovative flexible time off policy
                    • Exceptionally collaborative and cool office spaces (once we reopen them)
                      Salary Range: $52,000 to 57,000

                      In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

                      Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Keywords: Uplight, Boulder , Technical Support Engineer- Tier 1, Engineering , Boulder, Colorado

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