Customer Support Specialist (Pacific time zone)
Core
Primary point of contact for inbound technical support requests, troubleshooting issues, and partnering with Engineering to resolve customer problems for AI-powered utility infrastructure platforms.
Role type
Senior IC technical support specialist
Builds
AI-powered platforms (PowerAI, PowerGUARD) for electric utility clients
Domain
Energy / Utilities / AI
Deliverable
client delivery
Required skills
technical troubleshooting, Jira, Salesforce, Microsoft 365, support documentation, case management, root cause analysis
Preferred skills
AI tooling (Claude, GPT), Confluence
Responsibilities
field inbound support requests via email and phone, troubleshoot and resolve technical issues, escalate complex issues to Engineering with detailed Jira tickets, own and report on key support metrics (CSAT, response time, resolution time), create and maintain support documentation and processes, communicate technical concepts to non-technical audiences, collaborate cross-functionally with Solutions and Engineering
Seniority
Mid-level, hands-on IC
