Technical Solutions Engineer, Uplight

• Strong alignment and passion for the Uplight values and mission
• 2-4 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

Desirable

• 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
• 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

• Application Deadline: March 25, 2025