Technical Support Specialist

We are seeking a technical support specialist to join the Customer Support team. This individual will have an opportunity to be the key person responsible for and owning the customer issues and technical support initiatives for the company platform. The person will closely work with product, engineering, and commercial teams on resolutions and initiatives. The ideal candidate is experienced in resolving complex technical issues and providing advanced troubleshooting. Understanding and experience of the Electricity domain is an advantage.

Key Responsibilities

• Be the point person for technical API and data integration support
• Bug investigations and troubleshooting customer issues and answer inbound support Tickets involving the platform products escalated from Tier 2
• Serve as an SME and stakeholder for the support, data, product, and commercial teams
• Responsible for technical documentation including Signal and Switch developer site content
• Triage tickets that need to go to Engineering and support ancillary requests such as customer reporting and audits.
• Help architect and design product and process improvements

Job requirements

• Excellent American English written and verbal communication skills
• Demonstrable credentials as an expert in troubleshooting customer technical issues and rigorous attention to detail
• Hands-on experience with APIs, and sound knowledge of SQL and Excel
• Experience working in the Electricity pricing and renewable energy domain (solar, storage, demand response, EVs)
• Advanced ability to recommend and implement technical solutions for cross-functional projects.

Benefits

• Private health insurance
• Hybrid work with reliable internet access from anywhere in MK, KS or AL
• Professional development and volunteer days for personal growth
• Access to top-quality office equipment provided by the company

Further details

• Hybrid position working with US teams based in Albania, Kosovo, and North Macedonia
• Schedule: Monday-Friday, 3 pm-11 pm CEST (Skopje, Prishtina local time)
• Indefinite contract