The Opportunity
At InCharge Energy, we pride ourselves on providing exceptional technical support to our customers and internal teams. We're looking for a Technical Support Specialist, Tier II to serve as the first escalation point for complex technical issues. This role is critical in delivering top-tier support, validating escalations, and ensuring resolution of technical problems across our hardware and software ecosystem. The right candidate will be highly collaborative, technically savvy, and committed to a seamless customer experience.
What You'll Do
Customer Support & Case Management
- Serve as the primary escalation point for Tier 2 support and customer technical issues
- Communicate professionally via phone, email, and ticketing systems
- Validate and troubleshoot reported issues before escalating to the NOC, Product, or Engineering teams
- Ensure thorough documentation and follow-up on escalated cases
Technical Troubleshooting & Escalation
- Conduct in-depth diagnosis of hardware, software, and network-related issues
- Use browser developer tools and system knowledge to walk customers and team members through problem resolution
- Coordinate with internal teams and third-party vendors to ensure issues are resolved efficiently
- Participate in escalation calls and monitor high-priority sites as needed
Documentation & Internal Resources
- Accurately log all interactions and resolutions in the ticketing system
- Create and maintain internal documentation, including knowledge base articles and escalation guides
- Identify and report recurring issues to help improve product performance and user experience
Professional Development & Internal Collaboration
- Participate in ongoing training sessions to stay current with system updates and internal workflows
- Engage with internal teams to continuously improve customer support practices
Your Experience & Capabilities
Experience
- 2+ years of experience in a technical customer support role, providing remote troubleshooting and issue resolution for hardware, software, or network-related problems in a fast-paced, customer-facing environment
Technical Knowledge
- Familiarity with computer systems, browser-based tools, and basic networking concepts
- Experience troubleshooting across multiple operating systems, especially Windows and MS Office products
- Working knowledge of Salesforce case management and workflow processes
- Comfort using browser developer tools for diagnostics
Communication & Problem-Solving
- Excellent written and verbal communication skills
- Ability to explain technical issues clearly to non-technical users
- Strong analytical thinking and ability to problem-solve with minimal information
Customer Orientation
- Patience, empathy, and a customer-first attitude
- Proactive follow-through on customer requests and escalated cases
Physical and Environmental Demands
- This is a full-time, in-office role with standard weekday hours; occasional evening or weekend shifts may be required based on business needs
- Work is primarily performed at a desk and requires prolonged periods of sitting and computer use
- Must be comfortable using a computer, phone, and standard office equipment for extended periods
US Hourly Range
$26—$28 USD
What We Offer
Full-time employees enjoy competitive compensation, yearly bonuses, and benefits package including 401(k) matching contribution, health, dental, and vision, cell phone reimbursement, generous vacation, office meals and snacks, team building events and activities throughout the year.
Equal Opportunity Employer
Employment at InCharge Energy is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.
CCPA disclosure notice here.
