Job Post

Technical Support Analyst
Sense
131 Mount Auburn Street
Cambridge, MA 02138

DESCRIPTION

Sense is building hardware and mobile applications to help people analyze their home energy consumption, see what is going on in their homes, and ultimately reduce their energy footprint (sense.com). We are a small energetic team, founded in 2013, VC-backed and located in the heart of Harvard Square. This is a great opportunity to work with a team of experienced entrepreneurs creating technology that will really make a difference in the world. You will be a part of building and shaping something from the ground up!

Are you curious about how the devices and appliances in your home actually work? In this role, you will help to analyze the electrical signatures and other characteristics of a wide variety of devices to help make sure our customers' Sense monitors are correctly identifying devices. You’ll use your technical knowledge to help diagnose customer problems, run internal tools, and provide support for others on your team. The ideal candidate will thrive in a fast-paced & constantly evolving work environment. We are looking for someone energetic, curious, and eager to take on new challenges to join our Device Analysis & Support team.

Your responsibilities will include:

  • Learn to recognize different devices and appliances by looking at their electrical signature
  • Learn to create device models using Sense’s proprietary software
  • Learn about our innovative Sense home energy monitoring hardware and software in-depth
  • Become a technical resource for the team, an escalation point for more complicated customer problems before they go to engineering
  • Learn to troubleshoot and resolve device model issues
  • Work with customers, our Data Science team, and your Support teammates to help diagnose and resolve device model performance issues, as well as investigate escalated customer issues and problems
  • Develop Knowledge Base articles, and other forms of documentation, to help communicate the things you learn to customers, potential customers, and co-workers
  • Analyze and report on trends related to device model & customer issues
  • Take ownership of assigned tasks with appropriate level of urgency in seeing them get resolved

REQUIREMENTS

  • Basic programming experience and / or Linux familiarity
  • Strong analytical and problem-solving skills
  • Strong writing skills
  • Pro-active, collaborative, creative, energetic & passionate about building a great product
  • Quick learner, inquisitive, intellectually curious & strong attention to detail
  • Must be able to work occasional weekend support rotations

BENEFITS

  • Be a part of building something that will make a difference in the world
  • Great opportunity to gain experience at an early-stage startup, building a consumer product from the ground up
  • Work with a small team of experienced entrepreneurs creating revolutionary technology
  • A wide range of difficult and interesting problems to be solved
  • Competitive compensation, benefits, and a great office in Harvard Square
Category: Software Engineering/QA

See What It's Like To Work Here

Sense home energy monitor lets you understand what every appliance, light, and device in your house has to say.

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