Technical Customer Support Representative

About the role:Aurora Solar is a fast-growing Series B company focused on building a clean energy future for all. Aurora makes the software that is enabling society to transition to a world powered by solar power. We want every solar installation in the world to pass through our software, which has already been used to design millions of solar projects. Named one of “The Best Places To Work in 2021” by BuiltInSF.com and awarded #1 Solar Software platform by Solar Power World, Aurora is disrupting the energy industry and changing the course of history. We are experiencing hockey stick growth and are looking for A-players to come join and accelerate the fun. As a Technical Customer Support Representative at Aurora Solar, you will ensure our enterprise customers are set up for success by answering product questions, advising best practices and assisting with any technical hurdles related to API functionality. You will also influence our product design and direction by relaying customer requests back to Aurora’s Engineering and Management teams. If you enjoy working with people, and geek out about the technical and business aspects of the solar industry, we would love to hear from you!We are a diverse team that’s passionate about advancing the growth of solar energy. If you are looking for a stimulating and fulfilling role, come join us!

What you’ll do:

• Become an expert on the Aurora Solar platform including its usage, integrations, and API functionality.
• Assist customers throughout their engineering efforts related to integrating with the Aurora platform.
• Reply to inbound customer inquiries and questions through various channels including chat, email, phone, and virtual meetings.
• Identify, troubleshoot, and escalate bugs to the development team using standardized escalation paths
• Contribute to internal and client-facing documentation pertaining to the Aurora platform and its usage.
• Work closely with sales, product, engineering and marketing teams to aid with various internal initiatives such as beta testing programs, documentation creation, and feedback sessions
• Assist customers with making updates to their accounts including billing and payment method updates

What we value:

• Bachelor's degree in a relevant discipline
• Excellent written and verbal communication, troubleshooting, and problem-solving skills
• Working knowledge of APIs including authentication, sending and receiving data and how said data can be consumed by downstream systems.
• Familiarity with scripting languages such as Python, Javascript, or C++
• 2 years or more working in a technical, client-facing B2B SaaS role
• Experience building out and managing a support style-guide
• Knowledge of JIRA or ZenDesk

Thank you for your interest in Aurora Solar. Currently, our interview process is taking longer than usual as we navigate the new normal of COVID-19. We appreciate your patience and look forward to speaking with you soon. Aurora is dedicated to building a diverse and inclusive workforce of people who believe in and are passionate about creating a future of solar energy for all. We are an equal opportunity employer, we welcome and consider qualified applicants regardless of gender identity, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. We encourage you to apply even if you believe that you do not meet all of the above criteria!