Technical Support Specialist

About Whisker Labs:

We’re on a mission to save lives and property, leading the next wave in smart home technology and fire prevention with Ting. This intelligent sensor and concierge service monitors a home’s electrical network to detect electrical hazards that often lead to the most devastating and catastrophic fires. While on the job preventing fires inside a home, Ting also helps monitor the electrical grid, contributing to increased community fire safety and reduced environmental impact that comes with fire reduction. We’re steadfastly addressing the long-underserved realm of electrical fire prevention with leading-edge technology and embarking on the next stage of our growth. Visit tingfire.com for more information. 

About the Role:

In this full-time role, you’ll play an important part in supporting Ting customers while helping ensure a smooth and reliable customer experience. As an ideal candidate, you’re technically curious, customer-focused, and fully engaged, with strong communication and problem-solving skills and the ability to collaborate across teams. Your responsibilities will span customer support, technical troubleshooting, documentation, testing, and other operational needs.

The Technical Support Specialist will report to the Customer Care Manager and support the day-to-day technical and operational needs of the Customer Care Team. You’ll work closely with customers and cross-functional teams to identify, troubleshoot, document, and help resolve technical issues. You'll be joining an experienced team of business leaders, software engineers, and data scientists seeking to make the world a safer and more efficient place. Come join us!

Job Duties:

• Provide support to Ting customers by phone and email
• Create and maintain clear, concise, and accurate documentation for internal and external use
• Act as liaison to ensure smooth operations and service delivery to all customers and partners
• Identify, report, and document technical issues to help isolate and resolve issues in a timely manner
• Support the Engineering team with testing software and hardware
• Troubleshoot issues down to the root cause
• Perform other duties as required

Requirements:

• Associate's degree or valid (up-to-date) certification in a related field
• 2 years' work experience in a technical support or customer support role
• A willingness and ability to participate as a member of a team in a rotating schedule, including nights, weekends, and holidays

What We Offer:

• Competitive salary + equity
• Freedom - ability to make, own, and carry out decisions
• 401k and match, Health, dental, and vision insurance

Ting Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.