Technical Customer Support Specialist - 3-Month Contract

Our Mission, Your Success

At Runway, we connect professionals with leading US start-ups and support them in building successful careers through meaningful opportunities and ongoing career support.

Our Client, Your Impact

Our well-funded US client is a fast-growing data and analytics company transforming how commercial buildings operate. Through building systems expertise, automation, modern data modeling, and AI-driven insights, they help customers improve energy efficiency, reduce emissions, and optimize building performance.
As a Technical Customer Support Specialist, you will combine hands-on platform support with customer onboarding and day-to-day operational assistance. Your work will cover technical troubleshooting, energy and utility data, tenant billing inquiries, contract renewal support, and hardware service requests.
Working closely with the Customer Success team, you will help customers get started, investigate issues, and keep requests moving toward resolution. You will handle first-line support and coordinate with the appropriate specialists when further assistance is needed.

Responsibilities

• Customer onboarding: Guide new customers through account setup and initial platform use, ensuring information is accurate and addressing issues during onboarding.
• Technical triage: Assess customer requests, clarify the issue, evaluate urgency, and carry out initial troubleshooting. Escalate complex cases with clear findings and relevant details.
• Tenant billing support: Assist customers with billing questions, review relevant account and platform information, and coordinate further investigation with the appropriate team.
• Contract renewal support: Help with renewal-related requests, account updates, and follow-up, coordinating next steps with Customer Success.
• Hardware services: Provide first-line assistance for hardware service requests, gather technical details, perform initial checks, and coordinate specialist support when needed.
• Integrations: Support and manage third-party integrations, data exports, and Energy Star Portfolio Manager integrations.
• Data and utility support: Handle historical data requests and meter add-ons, troubleshoot utility login issues, and upload utility bills accurately.
• Platform administration: Perform routine maintenance, account updates, and administrative tasks to keep customer accounts running smoothly.
• Communication and follow-through: Document requests and troubleshooting steps, keep customers informed, and flag onboarding, usage, data, or account concerns to Customer Success.

Requirements

• 2+ years of experience in customer-facing technical support, SaaS support, customer onboarding, and hardware services.
• Experience in energy, utilities, or energy-management platforms is strongly preferred.
• Ability to triage technical and service-related issues, ask relevant questions, investigate problems, and recognize when escalation is needed.
• Confidence guiding customers through platform setup, explaining technical information clearly, and communicating next steps.
• Familiarity with Salesforce, Google Workspace, and Intercom.
• Comfortable using AI tools to support day-to-day work.

Nice to Have

• Familiarity with building energy systems, utility billing, meter data, or Energy Star Portfolio Manager.
• Experience in commercial real estate or property technology.

Details

• Contract: 3 months, with the possibility of extension
• Schedule: Monday-Friday, 3 pm - 11 pm CEST (Skopje, Prishtina, Tirana local time)
• Access to top-quality office equipment provided by the company

Join the team and help create a smooth, reliable customer experience from day one. If you enjoy solving technical issues, working with SaaS platforms and data, and supporting customers with care and accuracy, we would love to hear from you.