Position Overview

Clarity, a Series A clean-tech startup, is seeking a highly motivated and qualified individual to join our growing team as a Support Engineer to make our customers and their air quality projects successful by helping our global customers solve their technical issues and questions. This position will be remote.

Role

We are looking for motivated engineers, scientists, and problem-solvers to join our team as Support Engineers. As part of the Customer Success - Technical Services team, you will be responsible for taking ownership of helping customers issues reported and seeing problems through their resolution. You will work closely with our Customer Success Project Management team to support our customers air monitoring networks while also interfacing with our Product teams.

Responsibilities

  • Be the first point of contact for customers with issues
  • Take ownership of customer issues reported and track problems through to resolution
  • Working with our Operations team, oversee the hardware RMA process for our customers
  • Consult with our hardware and software teams to research, diagnose, troubleshoot and identify solutions
  • Communicate issues and proposed resolutions to customers; work with our Project Managers to implement these solutions
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Create, maintain, and update documentation for Customers and the Customer Success Team
  • Document and track recurring issues and work with the appropriate teams to prioritize and implement solutions

Skills and Qualifications

Required:

  • Experience with system design interfacing to a wide array of electro-mechanical subsystems and debugging experience
  • Disciplined troubleshooting and problem solving experience
  • Experience in working with cross-functional teams and partnering closely with hardware and software engineers to deliver fully integrated real-world solutions
  • Tenacity to get to the bottom of any issues that are thrown at you
  • Familiarity with (or willingness to learn) R and/or Python
  • Familiarity with (or willingness to learn) using RESTful APIs
  • Customer-focused mindset
  • Strong verbal/written communication skills in English
  • Detail-oriented and organized
  • Collaborative, helpful, and positive attitude!
  • Able to travel domestically and internationally if needed for conferences, visit customer and project sites, etc.

 Preferred:

  • Experience using, configuring, and troubleshooting low-cost air monitors or  Environmental IoT devices
  • Languages other than English are a plus since we work globally!