Technical Customer Support Representative

| Remote
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About the role:

Aurora Solar is a fast-growing Series B company focused on building a clean energy future for all. Aurora makes the software that is enabling society to transition to a world powered by solar power. We want every solar installation in the world to pass through our software, which has already been used to design millions of solar projects. Named one of “The Best Places To Work in 2021” by BuiltInSF.com and awarded #1 Solar Software platform by Solar Power World, Aurora is disrupting the energy industry and changing the course of history. We are experiencing hockey stick growth and are looking for A-players to come join and accelerate the fun.

As a Technical Customer Support Representative at Aurora Solar, you will ensure our enterprise customers are set up for success by answering product questions, advising best practices and assisting with any technical hurdles related to API functionality. You will also influence our product design and direction by relaying customer requests back to Aurora’s Engineering and Management teams. If you enjoy working with people, and geek out about the technical and business aspects of the solar industry, we would love to hear from you!

We are a diverse team that’s passionate about advancing the growth of solar energy. If you are looking for a stimulating and fulfilling role, come join us!


What you’ll do:

  • Become an expert on the Aurora Solar platform including its usage, integrations, and API functionality.
  • Assist customers throughout their engineering efforts related to integrating with the Aurora platform.
  • Reply to inbound customer inquiries and questions through various channels including chat, email, phone, and virtual meetings.
  • Identify, troubleshoot, and escalate bugs to the development team using standardized escalation paths
  • Contribute to internal and client-facing documentation pertaining to the Aurora platform and its usage.
  • Work closely with sales, product, engineering and marketing teams to aid with various internal initiatives such as beta testing programs, documentation creation, and feedback sessions
  • Assist customers with making updates to their accounts including billing and payment method updates

What we value:

  • Bachelor's degree in a relevant discipline
  • Excellent written and verbal communication, troubleshooting, and problem-solving skills
  • Working knowledge of APIs including authentication, sending and receiving data and how said data can be consumed by downstream systems.
  • Familiarity with scripting languages such as Python, Javascript, or C++
  • 2 years or more working in a technical, client-facing B2B SaaS role
  • Experience building out and managing a support style-guide
  • Knowledge of JIRA or ZenDesk

Thank you for your interest in Aurora Solar. Currently, our interview process is taking longer than usual as we navigate the new normal of COVID-19. We appreciate your patience and look forward to speaking with you soon.

Aurora is dedicated to building a diverse and inclusive workforce of people who believe in and are passionate about creating a future of solar energy for all. We are an equal opportunity employer, we welcome and consider qualified applicants regardless of gender identity, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. We encourage you to apply even if you believe that you do not meet all of the above criteria!

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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM

Location

SoMa is the startup hub of San Francisco and features a great mix of coffee shops, restaurants and bars.

An Insider's view of Aurora Solar

What are some social events your company does?

Aurora has a number of great team-building events and opportunities to celebrate our successes. These activities have ranged from laser tag to happy hours and sunset cruises on the San Francisco Bay.

Peter

Sales Operations

How do you collaborate with other teams in the company?

I work with designers and engineers within my cross-functional team, as well as folks from customer success, sales, business development, and senior leadership. The problems we solve are often inherently difficult and are always focused on supporting our customers to get more solar onto roofs, which feels like a great thing to spend my time on!

Janet

Senior Product Manager

What are some things you learned at the company?

Following a hyper-growth year, I've developed invaluable skills to identify customer needs and pain points. Additionally, I've developed a curiosity for solving bigger, more complex problems in the solar industry. The sales team is goal-oriented and fosters a cohesive environment where each challenge is acknowledged, evaluated, and embraced.

Morgan

Account Executive

How do your team's ideas influence the company's direction?

One of Aurora Solar's core values is "outcome over ego", which means that anyone in the company is empowered to speak up and contribute. I have seen the magic that happens when you empower a group of incredibly talented people to solve challenging problems that matter. That, to me, is what makes Aurora Solar a truly special place to work at.

Chris

Co-Founder

What makes someone successful on your team?

My team is successful when we combine a really good understanding of our customers' needs, their business goals, and solar industry trends, along with deep knowledge of how our product works, and ways to come up with creative solutions that can achieve our customers' goals.

Marc

Senior Business Solutions Architect

What are Aurora Solar Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Aurora Solar employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $12,000 monthly maximum payout.
Dental Benefits
Our dental plan covers 100% of preventative services expenses.
Vision Benefits
The vision benefits plan covers 99% of the plan costs and includes routine eye exams.
Health Insurance Benefits
Aurora Solar's health insurance policy covers up to 99% of the plan costs.
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Aurora's 401(k) retirement plan via Guideline offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. Aurora Solar also provides 8 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Aurora Solar employees receive between 23 and 31 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Aurora offers pre-tax commuter benefits for all employees.
Company Outings
Aurora Solar hosts company outings Annually.
Stocked Kitchen
Aurora Solar has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored water you can handle.
Some Meals Provided
We provide free breakfast on Monday.
Happy Hours
Happy hours are hosted at team's discretion.
Pet Friendly
Aurora Solar offers occasional bring your dog to work days.
Professional Development Benefits
Job Training & Conferences
Aurora Solar offers employees professional development opportunities like Onsite training courses.
Diversity Program
Lunch and learns
Aurora Solar hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Online course subscriptions available
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