Technical Support Specialist, Tier 2

About the Role

As a Technical Support Specialist, Tier 2, you'll be a customer-facing member of our Customer Experience team, helping customers resolve product issues that require deeper troubleshooting or coordination beyond frontline support.

You'll use Gradient's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when field support is needed. When an issue requires Engineering input, you'll gather the relevant findings and provide a clear, well-documented escalation. Throughout the process, you'll own customer communication and follow-up through resolution.

You don't need to be an HVAC expert. We're looking for someone who combines strong customer communication with technical aptitude, critical thinking, and a steady, organized approach to problem solving. You'll learn Gradient's product deeply over time and help us turn what we learn from customers into better troubleshooting processes, documentation, and support tools.

Compensation: The anticipated base salary range for this role is $65,000-$75,000 plus equity and benefits. Actual compensation may vary based on experience, qualifications, and location.

Location: Remote, U.S.-based. This role may require travel to Gradient's San Francisco headquarters during onboarding for hands-on product training and occasional travel thereafter. Candidates located near San Francisco, Boston, or New York may be helpful given proximity to Gradient team members, but location in those markets is not required.

This role may also require occasional or seasonal weekend coverage, particularly during periods of elevated customer demand.

Responsibilities

• Troubleshoot known product issues with customers using Gradient's established procedures, diagnostic tools, and internal resources.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step for each case.
• Own assigned customer cases through resolution, including timely communication, follow-up, and coordination across teams.
• Support customers across phone, email, and SMS with clear, patient, and technically credible communication.
• Coordinate with service partners and Gradient's Field team to arrange field visits and track outcomes when onsite support is required.
• Escalate complex or novel issues to Engineering with a clear summary of symptoms, troubleshooting completed, diagnostic information, and relevant customer context.
• Maintain accurate and complete case records across Zendesk, Jira, and other support and diagnostic systems.
• Use internal dashboards and product information to support troubleshooting and case resolution.
• Identify recurring issues, documentation gaps, and opportunities to improve troubleshooting procedures, SOPs, support content, and tools.
• Partner closely with Customer Experience, Field, and Engineering as Gradient's technical support model evolves.
• Provide occasional or seasonal weekend coverage as customer needs require.

Desired Qualifications

• Experience in customer-facing technical support, product support, IT support, remote troubleshooting, or another role requiring structured problem solving with customers.
• Demonstrated ability to troubleshoot problems methodically and work through unfamiliar issues using available procedures and information.
• Excellent verbal communication and comfort helping customers troubleshoot by phone.
• Strong customer empathy and patience, including the ability to communicate effectively with customers who may be frustrated or have varying levels of technical comfort.
• Strong organization and follow-through across multiple open cases and stakeholders.
• Sound judgment about when to follow an established process and when an issue requires escalation.
• Clear, thorough documentation habits.
• Comfort learning a physical, connected product and navigating multiple software and diagnostic tools.
• Ability to work independently in a remote environment while collaborating closely across teams.
• Flexibility to provide occasional or seasonal weekend coverage.

Bonus Qualifications

• Experience supporting hardware, appliances, connected devices, building systems, or other physical products.
• HVAC or building-systems experience.
• Experience coordinating contractors, technicians, or field-service partners.
• Familiarity with Zendesk and/or Jira.
• Spanish/English bilingual proficiency.
• Interest in climate technology, electrification, or sustainable home systems.

Benefits 

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Commuter benefits
• Flexible PTO 

We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Gradient is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.