Embedded Systems Support Specialist

eGauge Systems LLC is currently seeking a full-time Embedded Systems Support Specialist to join their team (hybrid) in their Boulder, CO 80301 location. Who We Are: eGauge is an established technology company in Boulder, CO, making revenue-grade smart energy meters. Our growing company supplies products to commercial and residential customers around the world. Our goal is to provide hardware and services that help people better understand their energy use, save money and save energy. Our customers include residential solar, industrial manufacturing, agriculture and more - oh, and we’re privately held and profitable. About the Role: The Embedded Systems Support Specialist position is responsible for providing technical assistance and information to customers who include individual homeowners, businesses, distributors, IT professionals and government entities, as well as customers outside of the US. This position will primarily involve answering phone calls, returning voicemails, and answering emails during business hours, all through our ticketing system. eGauge Embedded Systems Support Specialist positions report directly to the Technical Support Manager. What You’ll Do: Be available during work hours to answer incoming calls, transcribe and return voicemails and emails, and respond to inquiries from team members in a timely manner Address and respond to customer inquiries on organization products and services, including installation, operational functions, troubleshooting, configuration and maintenance Utilize Freshdesk for ticket management, including following through with owned tickets, claiming new tickets, and tagging tickets with relevant information Be available on and utilize Rocket Chat for internal company communication Utilize NetSuite to identify customers, orders and other records as well as issuing RMAs Utilize other internal or external software as required for responsibilities as provided by the Support Manager Utilize telephone and email as primary means of communication. Other methods of communication and screen sharing (Skype, Zoom, GoToMeeting, etc) may be used on a less frequent basis Document customer interactions including details of inquiries, complaints, comments and actions taken Determine validity of warranty claims and issue RMAs Escalate tickets and ask questions when inquiries are outside of knowledge level Our Ideal Candidate: Education and Experience 2+ years of relevant experience preferred Experience with support ticketing systems a plus Skills and Abilities Basic networking and troubleshooting (Wi-Fi, ethernet, etc.) Good written and verbal communication skills Remote hardware troubleshooting Bilingual (Spanish) is a plus, but not required Basic electrical knowledge is a plus Ability to work 40 hours, 9AM to 5PM Monday to Friday (including minimum in office time as dictated by the current company working policy) What We Offer: $52,500 / year Monthly profit-sharing bonus 401(K) plan with company match Medical, dental, and vision insurance Paid time off Family leave Tuition reimbursement Hybrid work schedule (2 days in office, 3 days remote) Weekly company catered lunch Dog-friendly office To Apply: Please submit your resume via the “APPLY NOW” button Equal Opportunity Employer