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Job Type
Full Time
Job Details
About Aurora Solar Aurora is on a mission to create a future of solar for all. Our award-winning software puts the power of data and technology into the hands of every solar professional to make solar adoption simple and predictable. Our software has designed millions of solar projects so far, empowering solar companies to sell, design, and install residential and commercial solar arrays accurately, seamlessly, and at scale. We are a remote-first collaborative team of sustainable energy enthusiasts who love what we do. We’ve been named one of "The Best Mid-Sized Remote Companies To Work for in 2024" by BuiltIn.com and have been recognized for the second time as a Certified Green Business (CGB) with the city of San Francisco. We’re in this together to support the world’s transition to solar. About the Role As a Product Support Engineer III at Aurora Solar, you will be responsible for ensuring that our customers are set up for success by resolving complex issues and inquiries that are escalated by our Customer Support Representatives. In addition, you will play a key role in shaping our product design and direction by communicating customer feedback to our Engineering and Management teams. If you have a passion for working with people and are enthusiastic about the technical and business aspects of the solar industry, we would be delighted to hear from you. Your Impact
- Reply to inbound customer inquiries and reported issues through our ticketing and chat system
- Conduct screen share sessions with customers to troubleshoot issues they encounter while using the product and provide actionable tips to help them resolve the issue
- Deep-dive into suspected bugs and if necessary, escalate to the next-level team using standardized escalation paths while maintaining communication with the customer
- Assist with new-hire onboarding
- Identify current challenges within the team and collaborate with your manager to come up with viable solutions
- Contribute towards creating and maintaining internal and client-facing documentation
- Occasional special projects as needed
- At least 3 years of technical experience
- Fluency in German and English
- Excellent written and verbal communication skills
- Works well in a virtual team environment
- A learning mentality and enjoys satisfying curiosity by figuring out how things work
- Demonstrated interest in solar technology
- Passion for improving procedures, documentation, and efficiency
- Solar experience/knowledge
- Experience in a startup environment
- Knowledge of Zendesk
- BA/BS degree in a relevant field
- Experience with some type of 3D Design or Modeling platform
About the Company
Aurora Solar
San Francisco, CA, United States
A fast-growing Series D company, Aurora is disrupting the clean energy industry and changing the course of history with our award-winning,... Read more