Ekotrope is an emerging leader in the residential energy efficiency industry and prides itself on its top tiered client support. As our Client Support Engineer, you will be the primary point of contact for support of our flagship product, Ekotrope RATER, the most widely used HERS Rating Software Tool on the market. Your role will include all levels of technical support, problem-solving for customers, quality assurance, and minor infrastructure/product enhancements to improve the overall customer experience.

Responsibilities:

Provide best-in-class client support including:

• Technical support via phone and email
• Energy modeling guidance (we can teach this)
• Ad-hoc miscellaneous client focused projects

Maintain our knowledge base support articles by:

• Updating our existing articles
• Identifying a need for and creating new articles

Leverage customer interactions to help improve product by:

• Identifying common customer issues and relaying suggestions to our development team
• Being a part of our planning process to help influence product growth 

QA and Bug Triage:

• Test and review software changes prior to release to ensure ease of use
• React to client bugs with empathy and triage appropriately for the engineering team

Must Have Requirements:

• Be able to work at least 3 days/week in our downtown Boston office*
• Passion for engaging with people and customers and creative problem solving
• Strong communication skills, both technical and interpersonal
• Technically oriented: proficient with computers

Soft Requirements:

• Prior experience in some form of a customer service setting 
• STEM academic background. Ideally classes in energy and computer science
• Familiarity with residential energy efficiency concepts 
• Familiarity with any of the following: Freshdesk, Hubspot, G Suite, Excel, JIRA

Bonus Requirements:

• Relational database experience (MS Access, MySQL, etc.)
• Software development experience (Java, HTML/CSS, etc.) 
• Familiarity with RESNET HERS Industry, IECC codes, or energy audits in general
• Residential construction experience

Compensation:

Ekotrope offers a competitive salary and a full benefits package, including comprehensive health insurance and a 401K program.  Our headquarters is conveniently located in the heart of downtown Boston, just blocks from the T (Green, Red, Orange, Blue lines), commuter rail and buses.

This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.

* Due to COVID-19, Ekotrope is currently working remotely with plans to return to an office environment once the company and individual employees feel comfortable and safe to do so.