Technical Support Specialist

About Whisker Labs

We’re on a mission to save lives and property, leading the next wave in smart home technology and fire prevention with Ting. This intelligent sensor and concierge service monitors a home’s electrical network to detect electrical hazards that often lead to the most devastating and catastrophic fires. While on the job preventing fires inside a home, Ting also helps monitor the electrical grid, contributing to increased community fire safety and reduced environmental impact that comes with fire reduction. We’re steadfastly addressing the long-underserved realm of electrical fire prevention with leading-edge technology and embarking on the next stage of our growth. Visit tingfire.com for more information.

As a Technical Support Specialist, you’ll report to the Customer Care Manager and tackle service/program-related questions, technical issues, and operational responsibilities. You’ll join a dynamic team of business leaders, software engineers, and data scientists, all working together to make an impact. If you thrive in a fast-paced, collaborative environment, we’d love to have you on board!

• Provide phone and email support to Ting customers, ensuring timely and professional assistance.
• Create, maintain and follow clear, concise, and accurate documentation for internal and external use.
• Troubleshoot and resolve issues down to the root cause.
• Act as a liaison between multiple operational departments to ensure smooth service delivery for customers and partners.
• Identify, report, and document technical issues.
• Effectively manage and prioritize tasks in a fast-paced environment while meeting deadlines.
• Support the Engineering team by testing software and hardware, contributing to product improvements.
• Perform other duties as required to support business objectives.

• Associate’s degree or valid, up-to-date certification in a related field.
• 2+ years of experience in technical support or customer support roles.
• Experience using ticket systems to track and resolve customer inquiries.
• Proven ability to deliver exceptional customer care via phone and email.
• Strong organizational skills with the ability to multi-task in a fast-paced environment.
• Self-motivated and disciplined to excel in a remote work setting.
• Availability to work a rotating schedule, including nights, weekends, and holidays.

• Competitive salary + equity.
• The ability to make, own and carry out decisions.
• Health, dental, and vision insurance.
• 401(k) with match.
  

Whisker Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.