Tier 2 Customer Support - API Specialist

As a Tier 2 Customer Support - API Specialist, you will ensure our customers are set up for success by answering product questions, advising best practices, and assisting with any technical hurdles related to API functionality. You will also influence our product design and direction by relaying customer requests back to the management teams. If you enjoy working with people and geek out about the technical and business aspects of the solar industry, we would love to hear from you!

In your application, please start your sentence with "What a Solar day!"

Please DO NOT apply if you do not have experience in API integration and scripting languages such as Python, JavaScript, or C++.


WHAT YOU'LL DO:

Becoming an expert on the Solar software, including its usage, integrations, and API functionality

Assist customers in troubleshooting issues they encounter when building integrations with the software's API

Reply to inbound customer inquiries and questions through various channels, including chat, email, phone, and virtual meetings

Handle escalated technical and operational issues from Tier 1 that require deeper troubleshooting

Identify, troubleshoot, and escalate bugs to the development team using standardized escalation paths

Document solutions, troubleshooting steps, and process improvements for future reference

Contributing to internal and client-facing documentation about the platform and its usage

Collaborate with Tier 3, Engineering, or other teams for advanced problem resolution

Perform initial quality assurance check on component inputs, and run component uploads


WHAT WE VALUE:

Experience utilizing and troubleshooting API requests,s including authentication, sending and receiving data, and how said data can be consumed by downstream systems

Experience with scripting languages such as Python, JavaScript, or C++

Excellent written and verbal communication skills

Exceptional troubleshooting and problem-solving skills

2 years or more of experience in a technical, client-facing B2B SaaS role

Demonstrated interest in solar technology

Passion for improving procedures, documentation, and efficiency

Knowledge of JIRA or Zendesk

Experience in a startup environment

Knowledge of solar finance options is a plus