Technical Support Engineer - Tier II

Technical Support Boulder, Colorado Denver, Colorado Boston, Massachusetts


The Position

Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 90 of the world’s leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are B Corp certified,  enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.

We are seeking a Technical Support Specialist - Tier II to join our team and help us achieve our ambitious goals for our business and the planet.

What you get to do:

  • Work with senior Technical Support team members to gain an in-depth knowledge of our products and processes
  • Review and investigate incoming client issues and requests
  • Communicate ticket updates and resolutions to clients
  • Create and maintain documentation to expand our Knowledge Base
  • Work bugs/defects and data ingest issues to resolution with Engineering and other Technical Support team members
  • Be part of a rapidly growing Technical Support organization as we increase our capabilities to serve Uplight across our entire platform of products and services
  • Gain advanced technical knowledge and experience by assisting with severity handling including documentation and communication management in partnership with Engineering and senior Technical Support teammates
  • Deepen your technical and soft skills with career opportunities to grow within the Technical Support organization or into partner teams across the organization

Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying.

What you will contribute:

Client Management

  • Act as a go-to technical resource for the client and Uplight
  • Adapt to changing client needs and be able to pivot quickly on new requests while maintaining a positive and solution-oriented approach
  • Identify trends that impact multiple clients, summarize those trends with data, and drive visibility and action for a robust solution

Documentation and Process Improvement

  • Create and maintain thorough documentation for issues including the investigation methodology, the resolution summary, and any open issues
  • Provide good traceability of time spent and internal/external communications
  • Leverage internal tracking systems and processes to maintain operational tracking
  • Contribute to standard operating procedures for the Technical Support team

Quality Assurance

  • Ensure complete ownership of issues, including developing a full understanding of the issues, a clear definition of success and maintain ownership until the client is satisfied
  • Ability to step back from initial problem statements and anticipate/see the larger issues and develop an action plan to ensure the systematic issue is identified and addressed

Project Management

  • Actively communicate with other teams to promote client needs and defect fixes
  • Ability to maintain a calm, professional demeanor under pressure
  • Maintain communication on open tickets in accordance with our contractual Service Level Agreements
  • Participate in severity outages to provide support, document the event, and drive outbound and internal updates throughout the event and through completion of Root Cause Analysis 

 What you bring to Uplight:

  • Strong alignment and passion for the Uplight values and mission
  • 3-5 years in Technical Support or enterprise software support
  • Comfortable with on-call rotation scheduling
  • Patient, communicative, team player who is detail-oriented and has outstanding interpersonal skills
  • Proven experience working with external clients to define and implement complex solutions and/or address complex technical/process challenges
  • Excellent analytical and problem-solving skills, tenacity, and fortitude
  • Strong organizational skills and the ability to balance multiple short- and long-term projects of varying scopes with clients across the country
  • Vigorous written and oral communication skills
    • Comfortable in delivering complex, constructive, and diplomatic messages
    • Ability to present complex information to a variety of audiences both in writing and orally
    • Experience maintaining a positive relationship with clients and colleagues
  • Curiosity about and commitment to technology, energy efficiency and your potential

 Bonus Points:

  • Experience working with SaaS, electric/gas utilities, or energy efficiency software
  • Experience with one or more of the following: Splunk, SQL, Python, Ruby, Airflow, Amazon Web Services S3, Google Cloud Platform, other proprietary web-based applications and technologies
  • Exposure to and understanding of Agile and other technical project management methodologies is a plus
  • Experience in Jira Service Desk ticket management

What makes working at Uplight amazing:

In addition to all the standard medical and dental benefits, that kick in Day 1, we are:

  • Proud to be over 500+ purpose-driven individuals helping to create a more sustainable planet.
  • Committed to the environment, our employees, and our communities. 
  • Focused on career growth by following defined career ladders.
  • Committed to taking our work and mission seriously and….we love to laugh!

 We also provide:

  • 401k Match
  • Medical, vision, and dental insurance 
  • Monthly wellness stipend 
  • Peer to peer recognition program 
  • Management by objectives bonus plan  
  • Innovative flexible time off policy
  • Exceptionally collaborative and cool office spaces (once we reopen them)


Salary Range: $67,000 to $76,000

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team. 

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin,  disability status, genetics, protected veteran status, sexual  orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.