Technical Support Specialist, Tier 2

Gradient is hiring a Technical Support Specialist, Tier 2 to join the Customer Experience team. This remote, U.S.-based role goes beyond frontline support by delivering deeper troubleshooting, coordinating resolution, and partnering with Engineering when issues are complex or novel. You will use diagnostic tools and internal resources to help customers successfully resolve product problems, supported by clear processes and strong cross-team collaboration.

What you’ll do

• 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 right next step for each case.
• Own assigned customer cases end to end, including timely communication, follow-up, and coordination across teams.
• Support customers via phone, email, and SMS, providing clear, patient, and technically credible guidance.
• Coordinate with service partners and the Field team to arrange field visits and track onsite outcomes when 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.
• Spot 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 based on customer needs.

What you bring

• Experience in customer-facing technical support, product support, IT support, remote troubleshooting, or another structured problem-solving role with customers.
• Methodical troubleshooting skills and the ability to work through unfamiliar issues using available procedures and information.
• Excellent verbal communication and comfort helping customers troubleshoot by phone.
• Strong 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 on when to follow an established process versus when to escalate.
• 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.

Compensation and benefits

Salary: Anticipated base range is $65,000 to $75,000 per year, plus equity and benefits. Actual compensation may vary based on experience, qualifications, and location.

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

Location and travel

• Remote, U.S.-based.
• Onboarding may include travel to Gradient’s San Francisco headquarters for hands-on product training, with occasional travel thereafter.
• Candidates located near San Francisco, Boston, or New York may be helpful, but those markets are not required.
• Occasional or seasonal weekend coverage may be required during periods of elevated customer demand.