Operations & field · Full-time · Remote-first · Canada only
Forward-deployed engineering, post-install support & customer outcomes
About the role
After installation, a customer needs to understand what the system is doing and trust it. You will make that happen. You will onboard new sites, watch site health, diagnose problems across hardware, connectivity and software, and explain the answer in plain words. Then you will push the fix upstream so the next customer never sees the problem. You will work close to the customer and close to the code.
What you'll own
- Onboarding and post-install support
- Troubleshooting across hardware, connectivity and software
- Site-health monitoring, and reaching out before customers notice a problem
- Customer feedback into engineering and product
What you'll bring
- Experience in technical customer success, solutions engineering, or support for hardware and software products
- Comfort reading logs, diagnosing issues and working with engineers
- Clear, patient communication with non-experts
- Ownership of the customer result, from first call to fix
Nice to have
- Experience with connected hardware, networking or home energy systems
- Experience supporting homeowners, installers or utilities
What success looks like in the first 6 months
- New sites get up and running faster
- Problems are diagnosed faster and reach engineering with clear evidence
- We catch more problems before customers report them
Who you'll work with
You will work with engineering, field operations and our installer partners.
Compensation
Canada: C$75,000 - C$105,000
Meaningful equity tied to performance and milestones
