At Uplight, we are over 500+ purpose-driven individuals committed to creating a more sustainable planet. We’re looking for a Technical Solutions Engineer to join us in accelerating the clean energy ecosystem. You will build deep knowledge of our software capabilities, manage customer issues and requests, and collaborate across teams to resolve problems.

What You'll 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.
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 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.
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.
Ensure complete ownership of issues, including developing a full understanding, a clear definition of success, and maintaining ownership until the client is satisfied.
Step back from initial problem statements to anticipate larger issues and develop an action plan to ensure the systematic issue is identified and addressed.
Actively communicate with other teams to promote client needs and defect fixes.
Maintain a calm, professional demeanor under pressure.

What We're Looking For

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.

Nice to Have

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

Benefits & Compensation

Compensation range: $60,000 to $70,000
401k Match
Medical, vision, and dental insurance
Monthly wellness stipend
Peer to peer recognition program
Management by objectives bonus plan
Innovative flexible time off policy
Exceptionally collaborative and cool office spaces

Work Mode

This role is a remote position.

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.