Technical Solutions Engineer II

Uplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.We are looking for a Technical Solutions Engineer to drive our company forward, and help us lead the clean energy revolution! How you will make an impact: 

• 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
• 2-4 years in customer service or enterprise software support
• Experience with SQL
• 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

Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.Why Join Uplight in Leading the Fi