Technical Solutions Engineer

We are seeking a Technical Solutions Engineer to join our team and help us achieve our ambitious goals for our business and the planet.

What you get to do: 

• Build a deep working knowledge of our software capabilities and the business processes they support
• Review and categorize incoming customer issues and requests for a variety of clean energy software products
• Facilitate regular customer responses and updates
• Work to resolve issues or help escalate them through the organization
• Collaborate with senior Technical Solutions team members to gain an in-depth knowledge of our products and processes

What you will contribute: 

• Client Management
  • Act as first point of contact for clients and provide regular, succinct updates as issues progress through to resolution
  • Adapt to changing client needs and be able to pivot quickly on new requests while maintaining a positive and solution-oriented approach
  • Identify trends that impact multiple customers, summarize those trends with data, and drive visibility for a robust solution
• Documentation and Process Improvement
  • Create and maintain thorough documentation for issues including the investigation methodology, the resolution summary, and any open issues
  • Provide good traceability of time spent and internal/external communications
  • Leverage internal tracking systems and processes to maintain operational tracking
  • Contribute to standard operating procedures for the Technical Solutions Team
• Quality Assurance
  • Ensure complete ownership of issues, including developing a full understanding of the issues, a clear definition of success and maintain ownership until the client is satisfied
  • Ability to step back from initial problem statements and anticipate/see the larger issues and develop an action plan to ensure the systematic issue is identified and addressed
• Project Management
  • Actively communicate with other teams to promote client needs and defect fixes
  • Ability to maintain a calm, professional demeanor under pressure

What you bring to Uplight: 

• Strong alignment and passion for the Uplight values and mission
• 1-3 years in customer service or enterprise software support
• Patient, communicative, team player who is detail-oriented and has outstanding interpersonal skills
• Proven experience working with external clients to define and implement complex solutions
• Excellent analytical and problem-solving skills, tenacity, and fortitude
• Strong organizational skills and the ability to balance multiple short- and long-term projects of varying scopes with clients across the country
• Vigorous written and oral communication skills
• Comfortable in delivering complex, constructive, and diplomatic messages
• Ability to present complex information to a variety of audiences both in person and over the phone
• Experience maintaining a positive relationship with clients and colleagues
• Curiosity about and commitment to technology, energy efficiency, and your potential

Bonus points:

• Experience working with SaaS and/or Jira Software
• Exposure to and understanding of Agile and other technical project management methodologies