Product Support Representative III

About Aurora Solar

Aurora is on a mission to create a future of solar for all. Our award-winning software puts the power of data and technology into the hands of every solar professional to make solar adoption simple and predictable. Our software has designed millions of solar projects so far, empowering solar companies to sell, design, and install residential and commercial solar arrays accurately, seamlessly, and at scale. 

We are a remote-first collaborative team of sustainable energy enthusiasts who love what we do. We’ve been named one of "The Best Mid-Sized Remote Companies To Work for in 2024" by BuiltIn.com and have been recognized for the second time as a Certified Green Business (CGB) with the city of San Francisco. We’re in this together to support the world’s transition to solar.

About the Role

As a Product Support Engineer III at Aurora Solar, you will be responsible for ensuring that our customers are set up for success by resolving complex issues and inquiries that are escalated by our Customer Support Representatives. In addition, you will play a key role in shaping our product design and direction by communicating customer feedback to our Engineering and Management teams. If you have a passion for working with people and are enthusiastic about the technical and business aspects of the solar industry, we would be delighted to hear from you.

Your Impact

• Reply to inbound customer inquiries and reported issues through our ticketing and chat system

• Conduct screen share sessions with customers to troubleshoot issues they encounter while using the product and provide actionable tips to help them resolve the issue

• Deep-dive into suspected bugs and if necessary, escalate to the next-level team using standardized escalation paths while maintaining communication with the customer

• Assist with new-hire onboarding

• Identify current challenges within the team and collaborate with your manager to come up with viable solutions

• Contribute towards creating and maintaining internal and client-facing documentation

• Occasional special projects as needed

What You Bring

• At least 3 years of technical experience

• Fluency in German and English

• Excellent written and verbal communication skills

• Works well in a virtual team environment

• A learning mentality and enjoys satisfying curiosity by figuring out how things work

• Demonstrated interest in solar technology

• Passion for improving procedures, documentation, and efficiency

Nice to Haves

• Solar experience/knowledge

• Experience in a startup environment

• Knowledge of Zendesk

• BA/BS degree in a relevant field

• Experience with some type of 3D Design or Modeling platform

Where Aurorans are: Aurora currently has teams within the US, Canada, Mexico, and Germany with additional locations on the horizon. We’re united in our work to support the world’s transition to solar!

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!

Aurora is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.

For San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

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