Technical Support Specialist (Tier II)

Folsom Labs is a small, agile, profitable startup where you will make an immediate impact while shaping our product and culture for the future. We are located in the heart of San Francisco, providing competitive salary, full benefits, and flexible schedules. We believe that a sustainable culture is rooted in fairness and respect. We listen openly and lift each other up every day to create a workplace where diverse voices thrive. By empowering people, we can power the planet. Join us to build a clean energy future!
We are looking for a solar industry professional who is passionate about customers and user experience. We delight customers by providing a great product and fantastic support. As aTechnical Support Specialist, you will be critical to our success by consistently satisfying customer needs and concerns as the frontline of our support-focused business strategy. You will develop expertise in solar design principles and a deep knowledge of HelioScope best practices while assisting users as they develop some of the most exciting solar projects around the world. Our ideal candidate is collaborative, curious, a quick learner and a supportive teacher.

Responsibilities

• Assist users as they create 3-D models of buildings, define solar installations, simulate energy output, and calculate their solar savings with our best in class software.
• Troubleshoot and diagnose reported customer issues and work with the customer to understand the root cause and educate them.
• Act as a customer interface for our product team by proactively identifying, testing, and verifying software issues, and synthesizing user feedback into clear issue reports.
• Develop industry-leading customer technical documentation and internal support knowledge base.

Requirements

• 2+ years of solar industry experience
• Strong grounding in photovoltaic sales and design principles
• Proven track record supporting technical products for users ranging from beginner to expert
• Commitment to quality documentation
• Excellent communication skills and emotional intelligence to guide the team and our customers
• Comfortable with autonomy and ambiguity that comes with small, fast moving startups
• Able to work out of our San Francisco office (post COVID-19)

We are at the nexus of an incredible amount of value in the solar industry. HelioScope is used by thousands of customers, ranging from mom and pop shops to the most respected solar brands around the world. We have a friendly team plus two office dogs, who would love to welcome another positive personality. If you’re quick witted and excited about the things you do, whether inside or outside of the office, you’ll easily fit in with the group.
Folsom Labs is committed to building diverse teams across the company and is an equal opportunity employer.