Support Engineer

Summary

Join Runwise as a Support Engineer to be part of a fast-growing energy tech company that reduces energy usage and carbon output. As a remote-first product and engineering company, you'll have flexible work arrangements. The ideal candidate is experienced in resolving customer-facing technical issues, has strong communication skills, and knowledge of computer systems, networks, and mobile devices.

Requirements

• Experienced in resolving customer-facing technical issues
• Strong communicator, able to engage with both technical and non-technical audiences
• Knowledgeable in computer systems, networks, and mobile devices
• Proficient with OSX or Linux terminal, SSH, log file analysis, and scripting languages such as Bash or Python

Responsibilities

• Provide technical support to customer support teams and field technicians, guiding on questions and tasks
• Analyze software-generated logs, cross-reference with observed issues, and develop solutions to resolve problems
• Review code that produces logs to understand both its intended functionality and points of failure
• Maintain clear written and spoken communication until the issue is fully resolved
• Prioritize incoming support requests effectively
• Collaborate with software and hardware engineers as needed to clarify questions
• Manage tools for efficient log analysis and data extraction
• Track and categorize support issues to recommend long-term solutions for software and hardware teams
• Propose continuous improvements to enhance the support process

Benefits

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)