Tendril enables utilities to drive customer engagement via a rich and personalized experience for the home energy consumer. Clients rely on Tendril's flexible software solutions to engage consumers to meet efficiency goals and improve customer satisfaction. Tendril’s solutions are built on an open, cloud-based, secure, and scalable platform that seamlessly supports numerous other applications.

Customer Support Engineer at Tendril

We solve hard problems and empower our utility partners and their customers to use energy more effectively.

Our market position is expanding and we have some major customer facing initiatives happening. We are rapidly adding customers and will need to be supporting those customers as they come on board and have questions about how to use our products, how our products are impacting their home, and how to save energy. We are looking to add an individual to our team who is comfortable using a database to answer customer questions and who can troubleshoot a wide range of issues that arise.  Additionally, candidates will need to be comfortable communicating the answers to these questions to end-customers, utility clients, and internal Tendril employees.

If this intrigues you, we are looking for an individual who loves working with customers and clients and has a background in customer support.

As a customer support engineer you will be serving as the escalation point for utility and residential customers' unresolved issues and questions about our solutions. You will need to develop high levels of expertise in our software products, and use that knowledge to triage, analyze, and resolve escalated issues and questions reported through our ticketing system. This position requires strong analytical and communication skills. You will be handling issues regarding how our SaaS software works, and how it is impacting a home on a given day. You will need to have the written and verbal communication skills to convey technical information to both a technical and non technical audience.

We need a motivated individual who is both comfortable taking initiative and can work easily in a team-oriented, open, highly collaborative, agile environment with leading-edge technology.

Responsibilities:  

  • Collaborate with cross-functional product and engineering teams, account management, customer support, utility clients, and customers to provide the highest quality customer experience
  • Monitor, respond, and accurately record all support interactions, events, research, and resolutions in our ticketing system to ensure customer satisfaction and timely metrics reporting
  • Communicate resolution or status in a timely fashion both internally and externally per service level agreements
  • Collect, summarize, and chronologically document all new information that comes to us in the way of support ticket questions and requests, and use the information to update externally facing documentation
  • Provide ongoing documentation updates and create new documentation as needed to built out the knowledge base
  • Escalate requests requiring more in-depth engineering support to the appropriate teams using agreed upon procedures
  • Work directly as a member of our team in Boulder, with ability to work flexible hours in order to support east coast clients

 

Requirements:

  • One or more years providing IT, Product Support, Customer Support, or SaaS support in a technology related field
  • Experience with Business to Business to Consumer business models a plus
  • Ability to identify an end-user or client-related problem, trace it back as far as necessary, potentially into the code (python, java, scala), to identify the area of issue, and then present to the engineering team to resolve
  • A love for working directly with customers and possesses effective interpersonal communication skills
  • Adept at crafting technical documentation for both technical and non-technical audiences
  • Be detail oriented and have excellent organization, analytical skills, and basic database query skills
  • Ability to identify process gaps and take the initiative to make improvements
  • A self-starter who can work with minimal guidance to seek solutions even when none are immediately evident
  • Adaptable, flexible, and eager to learn
  • Ability to interpret and follow documentation and best practices
  • Ability to manage multiple concurrent priorities, meet deadlines and respond to daily ad hoc requests

Technology:

  • Linux Shell
  • FTP and FTPS for file transfers
  • SQL for query and updates
  • Software monitoring and logging tools such as Data Dog, New Relic, and Kibana
  • Python/Java/Scala
  • Ticketing system software using Jira

Bonus Points:

  • Understanding of SSO principles
  • Understanding of REST APIs
  • Experience with basic networking concepts
  • Experience with, or understanding of how Micro-services work
  • Experience providing content for and running Root Cause Analysis process
  • Experience/understanding/eager to learn in an Amazon Web Services based environment
  • Understanding of content management concepts
  • Experience working in the energy industry or with utility energy efficiency programs
  • Experience using Mac OS X
  • Bachelor’s Degree

What Makes Working at Tendril Awesome:

Tendril’s high energy, sometimes silly, fast-paced work environment will keep you engaged, motivated, and well fed. Work-life balance is a core priority at Tendril. We work hard and we play hard and often the two overlap. We love our dogs and bring them to work with us. We host family events and adult parties. We contribute to the community, we volunteer, and we mentor. Plus, we offer a ton of great benefits, including:

  • Health, dental, and vision insurance with a generous employer contribution
  • An innovative paid time off policy with no limit to vacation or personal days
  • A generous stock options plan and a 401(k) plan
  • A kitchen stocked with breakfast and lunch food, coffee, sodas, snacks, and adult beverages
  • An open office environment where ideas flow among marketers and developers, product managers and support reps, who sit shoulder-to-shoulder collaborating and challenging and encouraging each other.

About the Tendril Team:

Our people make Tendril great. We are a company of superstars working together on interesting things and achieving exceptional results. Each one of us contributes to our strong company culture, led by a visionary yet tactical management team. Tendril offers our people the chance to grow professionally while working with colleagues they like and respect. Our work stretches our brains and grows our skills. We are connected by a desire to innovate and a goal of helping the environment by changing the behaviors of energy consumers, all in a fun and exciting environment.

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