Field Product Specialist

Join us at Gradient, where our purpose is to revolutionize home comfort while championing environmental sustainability. Our mission is to combat the escalating challenge of climate change by redefining how homes are heated and cooled. Today, the environmental impact of heating and cooling systems surpasses that of the entire transportation sector, and without intervention, this trend is set to escalate drastically. At Gradient, we believe that ensuring comfortable living spaces shouldn’t come at the cost of our planet. We envision a future where every individual can enjoy the luxury of a comfortable home without contributing to carbon emissions. Our high-efficiency, low-carbon heat pump is just the beginning of our journey toward fully decarbonizing buildings. By joining Gradient, you’ll be at the forefront of a movement to make sustainable living accessible to all, ensuring healthier communities and a brighter, greener future.

We're hiring a Field Product Specialist in the Northeast! This is a unique, customer-facing role that blends hands-on technical work with product shaping and cross-functional collaboration. Be the go-to expert for our customers while driving impact across Engineering, Product, and CX.

This role is required to be onsite with clients in the New England area. This is a Boston-area based role, with travel to other Northeastern states as needed (approximately 25%).

The estimated salary for this role is $85,000 to $100,000 USD per year + equity. An individual's compensation will vary on a number of factors including but not limited to geography, skills, education, experience and unique qualifications where applicable.

Description:

We are looking for someone with a technical background and both a passion for and experience in customer service and training. This role is responsible for working directly with our customers based in the Northeast, primarily in the Boston Metro Area. This is a unique role that interfaces with customers and third party contractors - with the goal of supporting the adoption of our technology through training, product education, and in-field service. This role will partner closely with internal Engineering and Product teams, providing insights from the field to help shape our product and service model. 

Responsibilities

• Provide exceptional customer support: Address inquiries, troubleshoot technical issues, and resolve problems promptly.
• Specialize in hardware/software support: Offer in-depth technical assistance for heat pump systems and related technologies.
• Resolve technical issues: Diagnose and troubleshoot system, hardware, and control problems; guide customers or escalate as needed.
• Customer project management: Coordinate with internal and external stakeholders on scheduling, logistics, and product support.
• Collaborate internally: Liaise with engineering, sales, and product management to resolve complex issues and provide feedback.
• Perform repairs & replacements: Conduct hands-on troubleshooting, including computer and Wi-Fi connectivity.
• Ensure safety & quality: Maintain site safety, comply with codes, and perform quality control.
• Demonstrate product expertise: Showcase in-depth product knowledge to customers.

Desired Qualifications:

• 5+ years of hands-on experience in a technical support role, preferably in hardware products. 
• Previous experience in a customer- or external- facing role.
• Strong analytical and problem-solving skills to troubleshoot technical issues, identify root causes, and propose effective solutions. 
• Exceptional verbal and written skills to explain complex technical concepts to customers with clarity and empathy.
• Excellent organizational and time management skills to handle multiple customer inquiries and prioritize tasks effectively.
• Ability to adapt quickly to changing technologies, processes, and customer needs.
• Willingness to continuously learn and upgrade skills.

Bonus Qualifications: 

• Knowledge of HVAC systems, building management systems, and controls.
• Familiarity with IoT devices and integration.
• Experience working with third party contractors, especially in the trades.
• Experience working in early stage companies positioned toward rapid growth.
• Passion for sustainability, climate tech, or mission-driven work.

Benefits 

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Commuter benefits
• Flexible PTO 

We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Gradient is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.