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About the Role
As a Technical Support Specialist, Tier 2, you will be a customer-facing member of the Customer Experience team, resolving product issues that require deeper troubleshooting or coordination beyond frontline support. You will use established procedures and diagnostic tools to investigate issues, guide customers via phone, email, and SMS, and coordinate with service partners for field support. You will also gather findings and provide clear, documented escalations for Engineering input, owning customer communication and follow-up through resolution. This role requires strong customer communication, technical aptitude, critical thinking, and an organized approach to problem-solving.
Responsibilities
- Troubleshoot known product issues with customers using established procedures, diagnostic tools, and internal resources.
- Ask effective diagnostic questions, document findings, and determine the appropriate next step for each case.
- Own assigned customer cases through resolution, including timely communication, follow-up, and coordination across teams.
- Support customers across phone, email, and SMS with clear, patient, and technically credible communication.
- Coordinate with service partners and Field team to arrange field visits and track outcomes when onsite support is required.
- Escalate complex or novel issues to Engineering with a clear summary of symptoms, troubleshooting completed, diagnostic information, and relevant customer context.
- Maintain accurate and complete case records across Zendesk, Jira, and other support and diagnostic systems.
- Use internal dashboards and product information to support troubleshooting and case resolution.
- Identify recurring issues, documentation gaps, and opportunities to improve troubleshooting procedures, SOPs, support content, and tools.
- Partner closely with Customer Experience, Field, and Engineering as the technical support model evolves.
- Provide occasional or seasonal weekend coverage as customer needs require.
Requirements
- Experience in customer-facing technical support, product support, IT support, remote troubleshooting, or another role requiring structured problem solving with customers.
- Demonstrated ability to troubleshoot problems methodically and work through unfamiliar issues using available procedures and information.
- Excellent verbal communication and comfort helping customers troubleshoot by phone.
- Strong customer empathy and patience, including the ability to communicate effectively with customers who may be frustrated or have varying levels of technical comfort.
- Strong organization and follow-through across multiple open cases and stakeholders.
- Sound judgment about when to follow an established process and when an issue requires escalation.
- Clear, thorough documentation habits.
- Comfort learning a physical, connected product and navigating multiple software and diagnostic tools.
- Ability to work independently in a remote environment while collaborating closely across teams.
- Flexibility to provide occasional or seasonal weekend coverage.
- Experience supporting hardware, appliances, connected devices, building systems, or other physical products.
- HVAC or building-systems experience.
- Experience coordinating contractors, technicians, or field-service partners.
- Familiarity with Zendesk and/or Jira.
- Spanish/English bilingual proficiency.
- Interest in climate technology, electrification, or sustainable home systems.
Skills
- Technical Aptitude
- Critical Thinking
- Problem Solving
- Customer Communication
- Troubleshooting
- Documentation
- Organization
- Follow-through
- Judgment
- Independent Work
- Collaboration
- Flexibility
- Spanish/English Bilingual Proficiency
Location
- Remote, U.S.-based
Work Type
- Remote
- Occasional travel
Experience Level
- Tier 2 Support
Salary/Compensations
- $65,000-$75,000
Benefits
- Equity
- Medical/vision/dental/life/disability insurance
- 401k
- Paid parental leave
- Professional Development Stipend
- Commuter benefits
- Flexible PTO
About the Company
- Gradient is committed to building a diverse and inclusive company, creating a culture where everyone can belong and do their best work as their authentic selves.
- We welcome people of different backgrounds, experiences, abilities, and perspectives.
Equal Opportunity
- 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.