Client Support Engineer

Client Support Engineer - Ekotrope RATER

Boston, MA* or Remote from MA, ME, WA, CO, NY, TX, and Washington D.C.

Join our innovative, fast-growing, Boston-based software startup that is helping to fight climate change by improving the energy efficiency of homes across the country. We have had tremendous success with our energy-efficiency solutions in the residential new construction sector, and recently been designated as the 18th fastest growing private US company in the energy sector. Our solutions are used on 80% of new certified energy-efficient homes in the US. Our mission is to empower people with technology and insights to drive informed decisions that move our built environment towards sustainability. Our company values are very important to us, and we strive to foster a diverse, equitable, and inclusive work environment.

We’re looking for…

A Client Support Engineer who will be the primary point of contact for support of our flagship product, Ekotrope RATER, the most widely used HERS Rating. Your role will include technical support, problem-solving for customers, QA, and product enhancements to improve the overall customer experience.

Responsibilities

• Provide best-in-class client support including:
• Technical support via phone and email
• Energy modeling guidance (we will provide all necessary training for this)
• Ad-hoc miscellaneous client-focused projects
• Maintain our knowledge base support articles by:
• Updating our existing articles
• Identifying a need for and creating new articles
• Leverage customer interactions to help improve the product by:
• Identifying common customer issues & relaying suggestions to our product team
• Being a part of our planning process to help influence product growth
• QA and Bug Triage:
• Test and review software changes before release to ensure ease of use
• React to client bugs with empathy & triage appropriately for the engineering team
  

Must-Have Requirements

• Passion for engaging with people and customers and creative problem-solving
• Strong communication skills, both technical and interpersonal
• Alignment with our Mission, Vision, and Values (here)
  
  

Soft Requirements

• Prior experience in customer support or service
• STEM academic background. Ideally classes in energy and/or computer sciences.
• Relational database experience (MS Access, MySQL, etc.)
• Software development experience (Java, HTML/CSS, etc.)
• Familiarity with residential energy efficiency concepts
  
  

Bonus Requirements

• Familiarity with any of the following: Freshdesk, Hubspot, G Suite, Excel, JIRA
• Familiarity with RESNET HERS Industry, IECC codes, or energy audits in general
• Residential construction experience
  
  

Compensation

Combination of Salary and Stock Options commensurate with skills and experience.

Work Hours

While there is some flexibility, our expectation is that you would work about 40 hours per week and roughly match our Monday-Friday 9-5 Eastern Time working hours, especially our morning Scrum meetings at 9:45am ET.

Location

We have a hybrid work environment where employees can work remotely or at our office in Downtown Boston, steps from South Station (or both!). We are currently accepting candidates that live in the Boston Metro Area. If you are outside this area, you may still apply, as our list may change in the future.

About Us

We run the most widely used Home Energy Rating Software which is used on about 1 in 4 of new homes built in the US each year. Our clients for this product are home energy raters who work with home builders to help design more energy efficient homes and then inspect and certify those homes. We also help utilities run their energy efficiency programs more effectively and are actively exploring new areas where we can grow our impact and business.

Ekotrope offers a full benefits package, including comprehensive health insurance and a 401K program.

Ekotrope is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.