Technical Customer Support Agent

At SPAN, we are building products to enable the rapid adoption of renewable energy. As more distributed energy resources like solar and storage come onto the grid, it’s increasingly important to be able to improve the technology that sits between the grid, the home, and those distributed energy resources. SPAN’s smart panel replaces the electrical panel to become the center for connected power in the home. With Span, homeowners receive all the safety features of a standard panel with revolutionary insights and edge-of-grid controls through our mobile app.

The Role 

SPAN is growing fast and we’re looking for a Technical Customer Support Representative to help our technically-minded installers and non-technical homeowners navigate the ins and outs of all SPAN products. This is a highly impactful role, requiring a generalist’s mindset and an eagerness to learn and develop a broad expertise of SPAN’s products, across the mechanical, electrical, and software domains. A SPAN Technical Customer Support Rep is patient, empathetic, and eager to ensure an excellent customer experience.

What you’ll do

• Support installers and homeowners across phone and email channels by answering common questions, troubleshooting technical issues, and resolving technical requests.
• Provide feedback for the enhancement and development of existing products based on customer and installer input.
• Work cross-functionally to identify root causes and resolve issues.
• Participate in the curation of documentation and resources to streamline support processes. ### About You  Required Qualifications We are seeking a Technical Customer Support Agent who has/is:
• Exceptional written and verbal communication skills.
• Demonstrates the propensity to quickly resolve challenging technical problems and drive process/product improvements to improve the customer experience.
• An ability to maintain empathy and patience while dealing with complex customer issues.
• Capable of complicated problem-solving with little guidance.
• 1-2 years of experience in a Customer Support or Technical Support equivalent role. Bonus Qualifications We would love to hire someone who has:
• An understanding of residential electrical systems, solar PV, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE).
• Knowledge of home networking; IP addressing, wifi and ethernet components.
• Experience with working in ticketing systems (e.g. Zendesk, Jira).
• Experience working on cleantech hardware and software products.

Life at SPAN

Headquartered in San Francisco’s vibrant SoMa neighborhood, we are an eclectic group of creative thinkers who value open communication, teamwork, and a ‘make it happen’ approach to addressing complex challenges. 
SPAN embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. 
We’re hiring talented individuals who are driven by success and are passionate about shaping the future of renewable energy. If that sounds like you, we’d love for you to consider joining the rapidly growing team at SPAN.
The Perks:
⚡ Competitive compensation + equity grants at a well-funded, venture-backed company
⚡ Comprehensive benefits (including medical; dental, vision, life and disability insurance)
⚡ Comfortable, sunny office space located near BART and Caltrain public transit
⚡ Strong focus on teambuilding and company culture (events, meet-ups, clubs)
⚡ Flexible hours and unlimited PTO